Technical Support Specialist

Technical Support Specialist #JR100761 at Cradlepoint, Inc. in Boise, Idaho, United States Job Description How Will You Contribute to the Company? Ericsson Enterprise Solutions Global Service and Support continues to evolve to maintain our industry leadership. As a member of our Technical Support Team, you will experience a fun and collaborative environment, continuing education options, and recurring team-building activities. We aspire to maintain our industry leadership in technical support and customer satisfaction. We accomplish this by innovating our processes and capabilities to provide our customers and partners with a superior support experience.What Will You Do?Ericsson Enterprise Solutions Technical Support Specialists will interact with customers to collect, provide, and process information in response to inquiries, concerns, and requests about products and services. This position requires daily customer interaction via calls, chats, and Customer Connect Community. They will also provide basic technical troubleshooting and recommend resolutions to the customer when possible. Other daily tasks may include creating and/or modifying knowledge article solutions for Customer Connect Community and online knowledgebase. The Technical Support Specialist must have excellent communication, interpersonal, organizational, and presentation skills. As well as be self-motivated, detail-oriented, and well-organized. Respond promptly to customer inquiries via phone, chat & digital cases Create & maintain case management records using a CRM Provide front-line support to customers and partners Curate knowledge base articles to foster customer self-help tools available online Recommend enhancements to Products and Services that would improve the serviceability and operation of our offerings Regularly provide feedback on the soundness and effectiveness of the department's policies and procedures Maintain a high standard of customer satisfaction Qualifications Minimum Qualifications: High School diploma, general education degree, or equivalent One (1) year of customer service and/or technical support experience Knowledge of customer service principles and practices Problem analysis and problem-solving (critical thinking) Shift bid is on a quarterly basis (rotating schedule and possible weekend shift) General knowledge of relevant computer applications Ability to type at least thirty (30) WPM Knowledge and/or experience of administrative procedures Knowledge of Microsoft Office including Word, Excel, PowerPoint While there is a primary location listed on this requisition, other locations may be considered Preferred Qualifications: Experience in IP Networking Bilingual Ericsson Enterprise Wireless Solutions' Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees' differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We're proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. To view full details and how to apply, please login or create a Job Seeker account