Technical Support Specialist - Tier I

Job Description

Job Description

The Position

CallRail is looking for a motivated, detail-oriented, and customer-focused Tier 1 Technical Support Agent to join our team in Atlanta. In this role, you will be the frontline point of contact for our customers—marketers, agencies, and business owners—delivering exceptional, high-touch support to ensure a smooth end-to-end customer experience. You will actively troubleshoot technical issues, verify that workflows and integrations operate as intended, and guide customers toward optimal solutions for their business needs.

If you thrive in the fast-paced marketing technology space, take pride in rigorous attention to detail, and love turning complex technical challenges into seamless customer experiences, we want to hear from you!

• 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). Look beyond immediate break-fix issues to understand customer goals and provide proactive solutioning.
• 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). Ensure complex setups are thoroughly tested before resolving.
• 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.
• AI Adoption: Leverage AI platforms and modern support tools to streamline operations, solve complex problems efficiently, and maintain industry benchmarks.

• 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).

• 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.

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.

• 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 * an in-office perk
• 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

Learn more:

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).

This position is based out of our Atlanta office. 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.