Posted:
7/29/2024, 5:00:00 PM
Location(s):
Idaho, United States ⋅ Boise, Idaho, United States
Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior
Field(s):
Customer Success & Support
As the technology firm that created the mobile world and a rich history of 145 years of building ground-breaking solutions and innovative technologies supported by 60,000+ patents, Ericsson has made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.
Ericsson Enterprise Wireless Solutions (BEWS) is the group responsible for leading Ericsson’s Enterprise Networking and Security business. Our growing product portfolio spans across wide area networks, local area networks and enterprise security. We are the #1 global market leader in Wireless-WAN based enterprise connectivity solutions and are growing fast in enterprise Private 5G networks and Secure Access Services Edge (SASE) solutions.
Ericsson Enterprise Wireless 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 a superior support experience.
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 our 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 our 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 Company 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 procedure
Maintain a high standard of customer satisfaction
Support maintains an opt-out model for company recognized holidays
Minimum Qualifications:
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)
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
At Ericsson Enterprise Wireless Solutions, we are 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 values drive everything we do:
We are creating the future of global connectivity and community. Come join us. You belong here.
Compensation & Benefits at Ericsson Enterprise Wireless Solutions
At Ericsson Enterprise Wireless Solutions, 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 salary range for this position is listed below. 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 our Senior Leadership team. Certain eligibility and pro-ration rules apply.
Your Health:
Ericsson Enterprise Wireless Solutions 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. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Your Financial Security:
Ericsson Enterprise Wireless Solutions invests in both your short and long-term financial wellbeing. Our 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. Ericsson Enterprise Wireless Solutions 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. We also offer paid maternity-leave benefits and six weeks 100% paid family leave for all employees.
Additional Benefits:
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
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.
Please note: Ericsson Enterprise Wireless Solutions does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Ericsson Enterprise Wireless Solutions employees.
The deadline to apply to this role is listed below.
Note: this date may be updated based on any extensions to the job posting.
Website: https://cradlepoint.com/
Headquarter Location: Boise, Idaho, United States
Employee Count: 251-500
Year Founded: 2006
IPO Status: Private
Last Funding Type: Series C
Industries: Cloud Management ⋅ Information Technology ⋅ IT Management ⋅ Software