Technical Support Specialist
Cradlepoint

Overview

This is a Hybrid Opportunity in Boise, ID

Cradlepoint - a part of Ericsson - was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision toConnect Beyond the limits of wired networks. 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. If you're hungry to be part of something big, come join us.
Responsibilities

How Will You Contribute to the Company?

Cradlepoint 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?

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. 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 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

Minimum Qualifications:

• High School diploma, general education degree, or equivalent
• Two (2) years of customer service and/or technical support experience
• Knowledge of customer service principles and practices
• Problem analysis and problem-solving (critical thinking)
• Shift bid - every six months (possible weekend shift)
• 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

Bonus Points:

• Experience in IP Networking
• Bilingual

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 celebrate & support the unique contributions of our vibrant, global employee base. We know that our differences of perspective inspire creativity and drive innovation. Our culture is based on a set of shared values designed to unite and enable our community to thrive.

At Cradlepoint, we are hungry & humble. Our values drive everything we do.

• Respect: we seek to understand, value all perspectives and celebrate our differences.
• Integrity: we take ownership and accountability and do the right thing - even when it's hard.
• Perseverance: we accept and embrace change and have a passion to win.
• Professionalism: we build trust by delivering on our promises and working collaboratively to hold each other accountable.

Our focus areas define how we work:

• Cooperation & Collaboration: we are one team.
• Courageous, Fact-based Decisions: be a curious learner and ask questions.
• Execute with Speed: empower employees and guide.
• Speak-up environment: dare to disagree.
• Empathy & Humanness: care for each other and support work life balance.

We are creating the future of global connectivity & building the new network for the new enterprise. Come join us. You belong here.

Compensation and Benefits at Cradlepoint

At Cradlepoint, we know that our people are the key to our success. We offer a competitive compensation and benefits package to help with your individual needs and goals.

Your Pay:

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.

Your pay also includes the opportunity for an annual bonus. This variable pay opportunity is dependent upon the attainment of agreed to goals and objectives as determined by Cradlepoint's Senior Leadership team. Certain eligibility and pro-ration rules apply.

Your Health:

Cradlepoint offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Cradlepoint also offers subsidized dental and vision coverage.

Your Financial Security:

We invest in both your short and long-term financial wellbeing. Cradlepoint's 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.

Your Time:

Your work-life balance is important to us. Cradlepoint provides generous paid time off, including: 15 days of Flexible Time Off (FTO), four paid quarterly well-being days, and 11 paid annual holidays (includes nine company holidays and up to two floating holidays). Please note that an employee's FTO balance and floating holidays may be prorated in the first year, based on start date. Cradlepoint also offers paid maternity-leave benefits and six weeks 100% paid family leave for all employees.

Additional Benefits:

Cradlepoint offers other company-paid benefits such as a comprehensive Employee Assistance Program, a free Headspace membership, LinkedIn Learning access, Talkspace mobile therapy, and volunteer paid time off.

#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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