Technical Support Specialist - Tier I

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