Product Support Analyst

Black Box
United States
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 2+ yearsEducation: associatesSkills: ["Critical thinking","Root cause analysis","Communication","Prioritization","Organizational skills"]

Investigate and triage technical issues for external and internal customers, escalating to engineering or product teams when needed. Provide first-level support through chat, phone, and ticketing across multiple product lines, monitoring ticket volume to ensure timely closure. Collaborate cross-functionally to resolve requests, meet KPI performance targets, and support pre-sale and post-sale activities with insights into specifications and recommendations.

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FursaFursa
Black Box
Black Box
1 week ago

Product Support Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Investigate and triage technical issues for external and internal customers, escalating to engineering or product teams when needed. Provide first-level support through chat, phone, and ticketing across multiple product lines, monitoring ticket volume to ensure timely closure. Collaborate cross-functionally to resolve requests, meet KPI performance targets, and support pre-sale and post-sale activities with insights into specifications and recommendations.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Prioritize, classify, and escalate incidents using standard operating procedures.
  • •Provide first-level support to external and internal customers by identifying issues needing attention from engineering or product teams.
  • •Deliver customer service via chat, phone, and ticketing across multiple product lines, including monitoring ticket volume and timely closure.
  • •Collaborate with team members, management, internal departments, and business partners to maintain workflows, escalate, and resolve requests.
  • •Work shifts as needed and meet KPI performance targets while supporting pre-sale and post-sale requests.

Pay and Benefits

Perks:MedicalDentalVision401kLife InsuranceEmployee AssistanceGym MembershipEducation ProgramsIdentity Theft

Key Requirements

  • •2+ years of technical support experience in a product support environment, preferably in a product company or managed service provider.
  • •Experience with product support areas such as copper cabling, fiber cabling, KVM switches, video multimedia, datacom/networking, and cabinet rack enclosures.
  • •Knowledge of video switching and routing, basic networking for AV over IP systems, and audio/video signal transmission.
  • •Associate degree / technical college or equivalent experience.
  • •Excellent critical thinking for root cause analysis and strong communication skills in English.
Experience:2+ yearsManaged service providerTechnical supportProduct support
Education:Associate's
Skills:Critical thinkingRoot cause analysisCommunicationPrioritizationOrganizational skills
Languages:English
Tech Stack:ChatPhoneTicketing systemVideo switchingAV over IPAudio signal transmissionVideo signal transmission

Company Brief

Black Box
Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.
Industry: Professional Services
Headquarters: Pittsburgh, United States
Founded: 1976
Website