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Technical Support Specialist I

2 months ago

Boise, Idaho, United States Cradlepoint Full time
About the Role

This position is part of Ericsson Enterprise Wireless Solutions' Technical Support Team, responsible for providing exceptional customer service and support. As a Technical Support Specialist, you will be the primary point of contact for customers, responding to inquiries, concerns, and requests about products and services.

Key Responsibilities
  • Interact with customers via phone, chat, and digital cases to collect, provide, and process information.
  • Provide basic technical troubleshooting and recommend resolutions to customers when possible.
  • Create and/or modify knowledge article solutions for the Customer Connect Community and online knowledgebase.
  • Regularly provide feedback on the soundness and effectiveness of departmental policies and procedures.
  • Maintain a high standard of customer satisfaction.
Requirements
  • One (1) year of customer service and/or technical support experience.
  • High School diploma, general education degree, or equivalent.
  • Problem analysis and problem-solving (critical thinking) skills.
  • Shift bid - every three months (weekend shift available).
  • Knowledge of customer service principles and practices.
  • General knowledge of relevant computer applications.
  • Ability to type at least 30 WPM.
  • Knowledge and/or experience of administrative procedures.
  • Knowledge of Microsoft Office including Word, Excel, PowerPoint.
Preferred Qualifications
  • Experience in IP Networking.
  • Bilingual.
About Ericsson Enterprise Wireless Solutions

We are committed to creating 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 are an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool.