Technical Support Specialist

About CallRail

CallRail serves over 100,000 companies with straightforward software. Our marketing attribution platform helps businesses of all sizes, and the agencies that serve them, to maximize their marketing impact by tracing all their conversations back to the marketing efforts that drove them. 

Our team has been honored numerous times as one of Atlanta’s Best Places to Work, Inc 500’s fastest-growing companies, and G2Crowd’s top-rated inbound call tracking platform. While we’re proud of our history so far, we’re even more excited about what’s next. We’re rethinking how marketing attribution is done for hundreds of thousands of businesses, and we can’t wait for you to help us build it!

What You'll Do

  • Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions
  • 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
  • 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
  • Complete every call/ticket with appropriately setting customer expectations for issue/problem resolution time frame and notification
  • Properly code trouble tickets using Ticket classification Guidelines
  • Utilize online resources to resolve customer troubles
  • Actively participate in training classes for new products and features
  • Provide input for troubleshooting scripts and diagnostic tools

Desired Skills & Experience

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

Additional Perks

  • Health Benefits, 401(k) matching
  • Excellent PTO Policy
  • Stock Options
  • Remote Options/ Flex Hours

Submit your application