Call Tracking

Call Tracking Support Jobs

3 jobs found

2d ago

Technical Support Specialist - Tier I

CallRail Atlanta, GA

Atlanta, GA

2d ago

Full time Application Support Automation Call Tracking

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Job Description

This hybrid role in Atlanta, GA, supports CallRail customers as a Tier I Technical Support Specialist, delivering frontline troubleshooting and solutioning across CallRail products.

Responsibilities

Comprehensive troubleshooting and guided diagnostics across all CallRail products via live channels, focusing on customer goals and proactive solutions beyond immediate fixes.
Guide customers through workflow design and implementation best practices; ensure smooth data flow across CallRail features and third‑party MarTech ecosystems (Google Ads, Google Analytics, HubSpot, Salesforce, Zapier).
Follow established support protocols, accurately code trouble tickets, maintain ACD queue availability, conduct professional interactions, and meet target Average Talk Time and Wrap-Up Time.
Meticulously log all customer interactions, setup configurations, and troubleshooting steps in Zendesk; thoroughly test complex setups before resolution.
Adhere to escalation processes for complex Tier 2/3 issues; identify, document, and escalate bugs or outages with clear reproduction steps for product and engineering teams.
Maintain high customer satisfaction by communicating resolution expectations with professionalism and empathy; contribute to team documentation, internal support processes, and training for new products and features.
Leverage AI platforms and modern support tools to streamline operations, solve complex problems efficiently, and uphold industry benchmarks.

Requirements

Frontline Support Experience: Minimum 1 year of professional, frontline technical or telephone support and customer-facing troubleshooting, preferably in SaaS, MarTech, or agency environments.
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: Meticulous in reviewing tracking scripts, reproducing bugs, auditing customer setup configurations, and documenting tickets.
Analytical & Problem-Solving Skills: Strong diagnostic and root-cause troubleshooting abilities; ability to stay composed and professional under pressure.
Strong Communication: Excellent verbal and written communication; translate complex technical terms into clear guidance for non-technical users.
Tool Proficiency: Familiarity with Zendesk, Excel, Google Drive, CRM tools, and other modern support tools.
Education: Degree in Computer Science or Information Technology, or equivalent practical experience.

Technologies

Zendesk
Google Analytics
Google Ads
HubSpot
Salesforce
Zapier
JavaScript
Webhooks
HTML
CSS
MySQL
REST APIs
Browser developer tools
CRM tools
Excel
Google Drive

Benefits

Health, dental, and vision coverage
HSA with company matching
Paid parental leave
Flexible vacation policy
401(k) with company matching
Employee stock options from day one
Annual educational allowance ($2,000)
Catered lunch (in-office)
Transit or parking expense coverage
Charitable donation match up to $500 annually
Regular company outings and events
Hybrid work stipend for home office ($500)
Designated bike storage

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8d ago

Help Desk Analyst

Fazoli's Lexington, KY

Lexington, KY

8d ago

Full time Call Handling Call Tracking Customer Support

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Job Description

In Lexington, Fazoli's is expanding its onsite IT support squad with a Help Desk Analyst who will be the frontline for technical assistance and problem-solving. This role focuses on diagnosing user issues, guiding trouble resolution, and coordinating with technicians and vendors to minimize downtime in a busy restaurant environment.

Job Summary and Scope

The Help Desk Analyst carries out diverse technical problem analysis for systems and applications provided to technology users by the IT department, ensuring prompt and effective resolution. They serve as the primary contact for all users seeking technical assistance.

Responsibilities

Provide support and resolve technical issues for end users.
Log and track requests using approved call-tracking software.
Maintain clear communication with technology users and technical staff about the status of problem resolution.
Triaged and escalated level 2, 3, and emergency calls to appropriate technical staff or external vendors as needed.
Assist in preparing procedure manuals and documentation for end-user and help desk references.
Monitor user problem trends and recommend proactive solutions and improvements to the Help Desk Supervisor.
Support training of new help desk personnel by providing backup coverage.
Prioritize workload based on issue severity and customer need.
Write clear and effective correspondence to technology users as necessary.
Perform a variety of complex tasks and other duties as assigned.
Install and repair network cabling in restaurant locations.
Install or replace computer equipment in restaurant settings.

Requirements

Strong verbal and written communication skills, able to interact tactfully with personnel at all levels to promote a positive department image.
Customer service capabilities including telephone responsiveness, typing proficiency, and technical troubleshooting.
Self-initiative, a positive attitude, and ability to work well in a team environment.
Prior experience and training with the ability to apply problem-solving skills to resolve technical issues.
Experience in establishing and achieving departmental or professional goals.
Working knowledge of PC hardware and software.
Ability to work flexible shifts, including nights, holidays, and weekends.
Ability to multi-task and prioritize technical issues as they arise.
Associate degree in an IT-related field such as computer information systems.
Previous work experience in the restaurant industry is preferred but not required.

Technologies

Call-tracking software

External Candidates

Previous experience in the field or in a related area plus a degree in an IT-related field is required. Professional certifications are a plus but not required.

Miscellaneous

Most candidates will need to possess and maintain a valid driver’s license.
This role may require travel, including overnight trips, for break/fix work and new installations. Reliable transportation is required.
Candidates must successfully clear the background check, including motor vehicle record and references.

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1mo ago

Entry Level Help Desk Technician

Reynolds and Reynolds Dayton, OH

Dayton, OH

1mo ago Closed

Full time Call Tracking Computer Skills Contact Center

This position is no longer accepting applications (closed Jul 16, 2026).

Job Description

Entry Level Help Desk Technician at Reynolds and Reynolds in Dayton, OH (hybrid) seeking a responsible handler for dealership service issues, documentation, and issue resolution.

Responsibilities

Address service issues by communicating with dealership customers to diagnose problems
Coordinate resources across all levels of the organization to support issue resolution
Act as the single point of ownership for customer issues from intake to closure
Follow call center procedures, document customer issues, and record troubleshooting steps and resolutions in the call-tracking tool
Diagnose customer issues and route to the appropriate support
Ensure timely and effective resolution of issues

Requirements

Associate degree or equivalent in a related field
Strong customer service skills
Analytical thinker
Solid troubleshooting and problem-solving abilities
Oral and written communication skills

Technologies

Call-tracking tool

Benefits

Medical, dental, vision, life insurance, and a health savings account
401(k) with up to 6% matching
Paid vacation, sick days, and holidays
Hybrid work schedule; work-from-home up to two days per week after training
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Training

Mentoring with an experienced Frontline consultant emphasizing active listening and hands-on training
Formal classroom instructional training in various hardware solutions

Company Perks, Including

Referral bonuses
Professional development and training
Promotion from within
Associate discounts for cell phones, cars, computers, entertainment, and more

Facility Amenities, Including

An onsite dining facility offering complimentary breakfast and lunch
A fitness center
An onsite medical center
A variety of sports and social leagues after work and volunteering initiatives through the Associate Foundation

Location

Dayton, OH 45430 (Required)

Work Location

In person

Job Type

Full-time

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