Cradlepoint

Technical Support Specialist

Job Locations US-ID-Boise
Posted Date 2 weeks ago(3/17/2020 3:28 PM)
Job ID
2020-1595
# of Openings
6
Category
Customer Service and Support

Overview

Cradlepoint Global Service and Support continues 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 by innovating our processes and capabilities to provide our partners and customers a superior support experience. 

 

Cradlepoint Customer Service Representatives 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 troubleshooting steps 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.  In addition, the Customer Service Representative must have excellent communication, interpersonal, organizational, and presentation skills as well as be self-motivated, detail-oriented and well organized. The successful candidate will enjoy competitive wages and generous benefits that include health and dental insurance, 401(k) plan, paid time off, nine paid holidays, a flexible work schedule and casual dress environment. 

Responsibilities

  • Respond promptly to customer inquiries via phone, chat & digital cases
  • Create & maintain case management records using a CRM
  • Provide front line support to consumer 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 customer service department’s polies and procedures
  • Maintain high standard for customer satisfaction

Qualifications

  • High School diploma, general education degree or equivalent 
  • Knowledge of customer service principles and practices 
  • Two (2) years of customer service 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 
  • Problem analysis and problem-solving 
  • Relevant experience in IP Networking is a definite plus

 

 

 

Cradlepoint is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, marital status, national origin, age, sexual orientation, handicap, disability, or any other protected class status pursuant to applicable law.

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