Support Agent

Call Box exists to grow people. We believe that everyone wants to become a better version of themselves, and we work hard to provide software and a culture that maximizes that growth mindset. We hire smart and ambitious doers and set them loose in an exciting and complex technology business where they will build, sell, and deploy Artificial Intelligence solutions in a dynamic business environment. Our solutions attack one of the biggest business problems in existence today: the phone.

We are looking for a Support Agent that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities:

• Inbound/Outbound customer phone calls, assist callers with a variety of issues over the phone, including software and phone call troubleshooting
• Assist customers through chat software to answer questions and create support cases on issues.
• Provide technical support on Call Box products for customers, business partners, and internal employees
• Accurately document & record technical support calls and events (Case creation, documentation entry, tracking, follow-up, escalations, and reporting) in ticket and tracking software applications
• Open/Work problems and proactive cases as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
• Communicate with the customers and give status updates on their cases relaying their problem is being properly addressed
• Participate in technical aspects of integration and upgrade projects for new and existing customers, partners, and end-users
• Test/setup/troubleshoot of client phone numbers and staff profiles in product
• Other duties as assigned such as inmate data entry, chat support, etc.
• On-call work is required upon completion of training based on rotation

Qualifications:

• High School Diploma or GED
• 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting.
• Proficient in basic troubleshooting of phone calls
• Knowledge of software packages including but not limited to:
• Microsoft Office/Google Workspace (Documents, Spreadsheets, Email, etc.) required
• Browsers: Internet Explorer, Chrome, Safari required
• Microsoft SQL query experience is desired
• Android OS / iOS Troubleshooting is desired
• Telephony knowledge/troubleshooting is desired
• Experience working with ticketing systems
• Exceptional listener and communicator; Strong verbal and written communications skills
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Able to work independently and in a team environment
• Excellent research and documentation skills
• Ability and interest to learn proprietary systems
• Schedules may vary based on business need

What's In It For You:

• Competitive salary package (immediate PTO)
• Full medical and dental insurance plans
• Fidelity 401k with company match options
• Fun perks including a monthly gym reimbursement, a monthly reading allowance, and wellness allowance
• Clearly defined opportunities for career growth
• Mentorship programs with our Executive teams
• Bi-weekly catered breakfast, Employee of the Month rewards, quarterly company events

No matter your level of experience, we believe everyone has a drive to grow, learn, and improve. This is a job you’ll never find stale or stagnant because we are constantly presented with new challenges and depend on our people for fresh ideas. By approaching each day with an entrepreneurial spirit and desire for growth, you’ll be rewarded. Greatness is rewarded at Call Box.