Description: |
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Description:
CradlePoint, Inc. is seeking full time/part time applicants for our
technical support department. This position is the first point of
contact in resolving customer concerns and conducts initial
technical support functions on both hardware and software issues
with company products. The individual filling this position should
have a working knowledge of network routing equipment, Windows, Mac,
and Linux operating systems and applications and basic networking,
including wireless technologies. Prior experience with issue
handling and case documentation practices is strongly encouraged.
Responsibilities:
• Provide technical assistance to customers by phone, web-based
chat, and/or email.
• Logs and documents all issues in CRM case management system and
updates cases as necessary until resolved.
• Writes Knowledge Base entries for posting on company support web
page.
• Ensure timely resolution/escalation of critical customer related
issues through proper channels.
• Provides regular updates to customers as needed until issue is
resolved.
Qualifications:
• Computer Science Degree/Diploma, or working towards, or equivalent.
• 1 year experience in Customer Service with both hardware and
software Technical Support.
• Able to explain technical information to non-technical people.
• Experience with Windows, Mac, and Linux Operating Systems.
• Excellent knowledge of networking principles and the IP protocol.
• Experience with network routing equipment configuration and
troubleshooting.
• Excellent verbal and written communication skills.
• Self-motivated and able to work with minimal supervision
• Good working attitude, willing to be on call during nights and
weekends as necessary
• IT experience beneficial
• Strong customer service orientation.
• Familiarity with CRM or Helpdesk case management systems helpful
Please submit your cover letter and resume by using the APPLY FOR
THIS JOB! link provided below.
Thank You
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