Technical Support Specialist - Tier I

About the role

The Position CallRail is looking for a motivated, detail-oriented, and customer-focused Tier 1 Technical Support Agent to join our team in Atlanta.

Responsibilities

• End-to-End Troubleshooting & Solutioning: Perform active troubleshooting and initial guided diagnostic support across all CallRail products via live channels (phone, chat, web, and email).
• Workflow & Integrations Assurance: Guide customers through workflow and implementation best practices. Verify and maintain smooth data flow across CallRail features and third-party MarTech ecosystems (e.g., Google Ads, Google Analytics, HubSpot, Salesforce, Zapier).
• Protocol & Operational Excellence: Adhere to Customer Support protocols, including properly coding trouble tickets, maintaining ACD queue availability, conducting professional interactions, and meeting Average Talk and Wrap Up time objectives.
• Detail-Oriented Documentation: Meticulously log and document all customer interactions, setup configurations, and troubleshooting steps in our ticketing system (Zendesk).
• Clear Escalation & Bug Reporting: Follow established escalation processes for complex Tier 2/3 issues. Identify, document, and escalate bugs or outages with clear, precise reproduction steps for product and engineering teams.
• Customer Advocacy & Continuous Improvement: Maintain high customer satisfaction by communicating resolution expectations with professionalism and empathy. Contribute to team documentation, internal support processes, and active participation in training for new products and features.

Requirements

• Frontline Support Experience: 1–3+ years of professional experience in frontline technical/telephone support and customer-facing troubleshooting, ideally in a SaaS, MarTech, or agency environment.
• MarTech & Integrations Familiarity: Working knowledge or aptitude with marketing technology tools and web concepts (Google Analytics, Google Ads, CRMs, webhooks, JavaScript snippets).
• High Attention to Detail: An obsessive eye for detail when reviewing tracking scripts, reproducing bugs, auditing customer setup configurations, and documenting tickets.
• Analytical & Problem-Solving Skills: Excellent analytical, diagnostic, and root-cause troubleshooting abilities; ability to exercise good judgment under pressure while maintaining a professional demeanor.
• Strong Communication: Outstanding verbal and written communication skills with the ability to translate complex technical jargon into clear, accessible guidance for non-technical users.
• Tool Proficiency: Familiarity with modern support and productivity tools (Zendesk, Excel, Google Drive, CRM tools).

Qualifications

• Nice to Have Direct experience using CallRail or similar call-tracking and marketing attribution platforms.
• Technical experience or aptitude with MySQL, HTML, CSS, JavaScript, REST APIs, or browser developer tools for debugging.
• Degree in Computer Science, Information Technology, or equivalent practical experience.

Skills

• Leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.

Benefits

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• 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
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

Pay

Compensation is commensurate with experience.

Schedule

Through December 2026, employees are expected to work in the office on Tuesdays and Thursdays. Beginning in January 2027, CallRail will transition to a 3.5-day hybrid work model. Employees will work in the office on Mondays, Tuesdays, and Thursdays, with Wednesdays alternating bi-weekly between remote and in-office. Fridays will remain remote.