Technical Support Specialist

CallRail is seeking a Technical Support Specialist to join our growing team. The team is working remotely as of now, but will be returning to the office in the future, so this candidate needs to be based in Atlanta, Georgia. 

• Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions
• Utilize online resources to resolve customer troubles
• Provide input for troubleshooting scripts and diagnostic tools
• Properly code trouble tickets using Ticket classification Guidelines
• Actively participate in training classes for new products and features
• Provide technical support to clients by telephone and email by:
• Document customer issues and steps taken
• Identify problems or conditions that adversely affect the customer’s interaction with CallRail
• Provide information about products and features
• Complete every call/ticket with appropriately setting customer expectations for issue/problem resolution time frame and notification
• Maintain ACD availability to answer all incoming customer calls in the queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives

• 3-5+ years of professional experience with telephone support and troubleshooting 
• BS in Computer Science or equivalent work experience
• Excellent verbal and written communications skills
• Be an active contributor in a positive team environment 
• Excellent analytical, troubleshooting and problem-solving skills
• Comfortable working with customer support tools and analytics
• Ability to work well under pressure while maintaining a professional demeanor
• Familiar with support tools (Excel, Google Drive, Zendesk, Target Process)
• Demonstrated ability to exercise good judgment in dealing with customers’ technical issues
• Technical experience or aptitude with MySQL, HTML, CSS, JavaScript, REST API’s, Google Analytics, Google Ads are all helpful but not required

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

• 100% medical coverage for employees
• Competitive HSA with company matching
• Generous dental and vision plans
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation and office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events *yes, even during COVID, except virtually
• Remote work from home options with $500 office stipend to set up your home office
• Designated bike storage

Learn more: https://www.callrail.com/about/ 

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).