Call Box is hiring: Support Agent (IT & Telephony Support) in Dallas

Description

At Call Box, we believe people are the core of our business success. Our mission is to grow people—whether that's through professional development, cutting-edge tools, or a culture that embraces a growth mindset. We’re a Dallas-based tech company building innovative AI solutions that help businesses transform the way they handle phone calls and customer communication.

We’re seeking a Support Agent that has a passion for technology, and a customer first attitude, with a problem solving and growth mindset. Ideal candidates have 1–2 years of experience in customer service or technical support, especially in IT or telecom. This role offers a unique opportunity to develop technical skills while working on impactful solutions in a supportive, fast-paced team.

Key Responsibilities

• Handle inbound/outbound support calls to troubleshoot software and phone call issues
• Respond to customer inquiries through chat and create detailed support cases
• Troubleshoot and support Call Box’s telephony platform and web applications
• Accurately document support interactions and escalate complex issues as needed
• Assist in configuring and testing client phone numbers and staff profiles
• Participate in onboarding and upgrade projects for customers and internal teams
• Conduct deep-dive research to resolve unfamiliar or technical customer inquiries
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams
• Rotate into on-call schedule after training is completed

Requirements

• 1–2 years of experience in customer service or technical support, preferably in a call center or IT helpdesk
• Basic understanding of Telephony
• Proficiency with Microsoft Office 365 tools (Outlook, Excel, Word, Teams, etc.)
• Familiarity with mobile operating systems (iOS, Android)
• Experience using ticketing systems (e.g., Zendesk, Salesforce, Jira)
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Comfortable working in a fast-paced, team-oriented environment
• High attention to detail and documentation
• Must be located in or around the Dallas-Fort Worth area

Bonus Skills (Nice to Have)

• Microsoft SQL Query Knowledge
• Experience supporting SaaS-based tools
• Prior exposure to CRM or telephony platforms
• Understanding of SIP signaling, VoIP, or telephony systems is a strong plus

What We Offer

• Competitive salary with immediate PTO
• Full medical, dental, and vision insurance
• 401k with company match through Fidelity
• Monthly perks: gym reimbursement, reading & wellness allowances
• Bi-weekly catered breakfasts and quarterly company events
• Clear career path and mentorship opportunities
• A chance to work with cutting-edge AI technology in a collaborative environment

Why Call Box?

You’ll join a team that values curiosity, hustle, and human connection. Whether you’re troubleshooting a dropped call, or helping onboard a new customer, your work makes a direct impact. Here, you won’t just grow your career, you’ll grow as a person.

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