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Manager, Technical Service and Support

Boise, Idaho
Remote Working
Remote Working
Job Type
18 Sep 2022

Cradlepoint 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.Were 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 youre hungry to be part of something big, come join us.


How Will You Contribute to the Company?

The Manager for the Technical Support Team will coach, motivate, and inspire their team members to achieve and exceed performance results. Leads a team of service experts to amaze and astound customers, providing proactive account management and effective resolution to various customer concerns. As leaders, Managers demonstrate strong interpersonal, time management, and multi-tasking skills. They can quickly adapt to change and model a positive, can-do attitude of service. Managers assist their team of agents in reaching career and organizational goals with direction from the Sr. Manager. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action, and achieving results. They collaborate with other leaders serving a joint customer base and provide critical leadership support to meet customer value objectives for that customer base.

What Will You Do?
  • Assure the Technical Support Team is effective and efficient, meeting the needs of our customers using appropriate, ongoing evaluation systems and professional growth strategies
  • Work with peers and leadership to develop and implement strategic plans, initiatives, and direction within the TSS team
  • Set productivity standards and goals for Support Agents and monitor daily/weekly/monthly progress to ensure professionalism, accuracy, and use of the information given and performs annual performance appraisals
  • Handle difficult customer inquiries and complaints referred by Support Agents
  • Good understanding of troubleshooting techniques. via the phone, chat, email, and on occasion direct contact
  • Technical writing (e. documenting processes and policies, training material, etc)
  • Good understanding of maintaining case management records using CRM
  • Recommend enhancements to Cradlepoint Products and Services
  • Engage with others within TSS to provide direction and support to address and manage customer issues
  • Manage timecards and time-off requests for your team
  • Additional duties as needed

Minimum Qualifications:
  • At least five (5) years of relevant customer service experience
  • One (1+) years of leadership experience in a relevant customer service environment
  • Passion for customer experience
  • Leadership and team-building skills
  • Familiarity with CRM tools such as Salesforce Service Cloud
  • Familiarity with Knowledge-Centered Service
  • People management and development skills
  • Must enjoy working in a high paced environment with strong customer service skills
  • Excellent communication, interpersonal, and organizational skills
  • High school diploma, general education degree, or equivalent
  • General knowledge of relevant computer applications such as; Microsoft Office including Outlook, Word, Excel, PowerPoint, and all modern web browsers
  • Ability to handle stress and adjust to changing priorities
  • Knowledge of administrative procedures
  • Problem analysis and problem-solving
  • Provides process improvement ideas to management
  • General technical knowledge and first-level troubleshooting ability of networking and cellular technologies and subscription services
Note: Did you know that women and other marginalized groups often hold back on applying to jobs if they dont meet 100% of all listed requirements? We dont want you to hold back! If you dont check every single box above but still feel like you could successfully do the work, we encourage you to apply! Wed love to connect and see how you could add to our team.

Why Cradlepoint?

At Cradlepoint, were 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 Cradlepoint values drive everything we do:
  • Stay humble and hungry: Be a curious learner, resilient, and competitive.
  • Dont point a finger; lend a hand: We are one team! Communicate, provide support, and lift others.
  • Make a difference: Prioritize, innovate, differentiate, and think big for customer success. Make a difference in work and in our communities.
  • Keep it simple: Eliminate complexity. Reduce time to value.
  • Enjoy the ride: Celebrate appreciate grow.
  • Trust, Respect, and transparency: Be ethical, data-driven, respectful, and straight shooters who share openly.
We are creating the future of global connectivity & community. Come join us. You belong here.

Benefits & Perks:
  • Competitive salary with a focus on a global market; Annual and Incremental Incentive plans; employee retirement plans (where available)
  • Flexible Time Off with Global Holiday Schedules to promote work-life balance
  • Wellness initiatives focused on the health and mental well-being of our team members and their families, including free membership to Headspace (a mindfulness and well-being app), an International Employee Assistance Program, and dedicated quarterly Well-being Days and No Internal Meeting Fridays.
  • Ongoing training and development opportunities
  • Eligible to participate in customary health and other benefit plans and programs based on location
  • Work from home opportunities across our global locations with a culture rooted in inclusion and teamwork

Cradlepoints 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. Were 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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  • Job Reference: 715270566-2
  • Date Posted: 18 September 2022
  • Recruiter: Cradlepoint
  • Location: Boise, Idaho
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent