Response Center Analyst 1 Technical Product Support - Lead

Essential Functions:

• Prioritize, classify, and escalate incidents according to standard operating procedures.
• Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
• Interact with team members, management, internal departments, and business partners to maintain workflows,
• escalate, and resolve customer service requests.
• Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
• Perform additional duties as assigned by management.

Experience Requirements:

• 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
• 1-2 years of team-lead experience
• Product support experience in one or more of the following areas:
  • Copper Cabling
  • Fiber Cabling
  • KVM Switches
  • Video Multimedia
  • Datacom/Networking
  • Cabinet Rack Enclosures
• Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.

Education & Competencies:

• Associate's degree or equivalent education.
• Exceptional communication skills, both verbal and written, in both English and Spanish.
• Effective listening skills to understand client requirements.
• Excellent critical thinking skills.
• Ability to prioritize tasks based on urgency and scope.
• Capability to work effectively across all functional groups, ensuring a seamless client experience and timely issue resolution.
• Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
• Service awareness of key product and service offerings.
• Willingness to train on new products to provide high-level support.