Technical Support Specialist 1

Ericsson
paid time off, paid holidays, sick time, 401(k)
United States, Idaho, Boise
Jan 11, 2025
About this opportunity This role is a hybrid position with the expectation to work onsite three (3) days a week in Boise, Idaho and relocation is not offered for this position Ericsson Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1's working on EAD for this position. 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. What you will do Ericsson Enterprise Wireless Solutions 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 Ericsson Enterprise Wireless Solutions 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 Ericsson Enterprise Wireless Solutions's Customer Connect Community and online knowledge base. 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 Ericsson Enterprise Wireless Solutions 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 The skills you bring Basic 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 Bonus Points: Experience in IP Networking Bilingual Why join Ericsson? At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like. Encouraging a diverse and inclusive organization is core to our values at Ericsson, thats why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned. Primary country and city: United States (US) \|\| Boise (ID) Job details: Support Coordinator Compensation and Benefits at Ericsson 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. * $36,800- $55,200 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 We invest 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. New employees are provided up to 40 days of paid time off per year, including 15 days of accrued annual vacation, 3 personal days, 7 paid holidays, 4 floating holidays, 10 sick days, and 1 volunteer day. Please note paid time off is pro-rated based on the employee's start date. 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.