Technical Support Specialist

Job Locations US-ID-Boise
Job Post Information* : Posted Date 1 month ago(10/14/2022 7:07 PM)
ID
2022-2693
Category
Enterprise Support

Overview

Cradlepoint was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision to connect beyond wired networks’ limits. We help customers — big and small, across industries and around the world — utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We’re at the forefront of the Wireless WAN and 5G — the next big waves in networking — and we remain as hungry and humble as the day we started. Come join us if you’re hungry to be part of something big.

Responsibilities

How Will You Contribute to the Company?

 

Cradlepoint Global Service and Support continue to evolve to maintain our industry leadership.  As a member of our Services and 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 partners and customers a superior support experience. Cradlepoint 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 Cradlepoint 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 Cradlepoint’s Customer Connect Community and online knowledgebase.  The Technical Support Specialist must have excellent communication, interpersonal, organizational, and presentation skills and be self-motivated, detail-oriented, and well organized. 

 

What Will You Do?

  • 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 Cradlepoint 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

  • Problem analysis and problem-solving (critical thinking)
  • Experience in IP Networking is a definite plus!
  • High School diploma, general education degree, or equivalent
  • Knowledge of customer service principles and practices
  • Two (2) years of customer service and/or technical support experience
  • General knowledge of relevant computer applications
  • Ability to type at least 30 WPM
  • Knowledge of administrative procedures
  • Knowledge of Microsoft Office including Word, Excel, PowerPoint
  • Bilingual is preferred (not required)

Note: Did you know that women and other marginalized groups often hold back on applying to jobs if they don’t meet 100% of all listed requirements? We don’t want you to hold back! If you don’t check every single box above but still feel like you could successfully do the work, we encourage you to apply! We’d love to connect and see how you could add to our team.

 

Why Cradlepoint?

At Cradlepoint, we’re one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.

 

Our Cradlepoint values drive everything we do:

 

  • Stay humble and hungry: Be a curious learner, resilient, and competitive.
  • Don’t point a finger; lend a hand: We are one team! Communicate, provide support, and lift others.
  • Make a difference: Prioritize, innovate, differentiate, and think big for customer success. Make a difference in work and in our communities.
  • Keep it simple: Eliminate complexity. Reduce time to value.
  • Enjoy the ride: Celebrate – appreciate – grow.
  • Trust, Respect, and transparency: Be ethical, data-driven, respectful, and straight shooters who share openly.

 

We are creating the future of global connectivity & community. Come join us. You belong here.

 

Benefits & Perks:

  • Competitive salary with a focus on a global market; Annual and Incremental Incentive plans; 401K retirement plans (where available)
  • Flexible Time Off with Global Holiday Schedules to promote work-life balance
  • Wellness initiatives focused on the health and mental well-being of our team members and their families, including free membership to Headspace (a mindfulness and well-being app), an International Employee Assistance Program, and dedicated quarterly Well-being Days and No Internal Meeting Fridays.
  • Ongoing training and development opportunities
  • Eligible to participate in customary health and other benefit plans and programs based on location
  • Work from home opportunities across our global locations with a culture rooted in inclusion and teamwork

 #LI-TI1

 

Cradlepoint’s 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.

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