Customer Advocacy Representative - London, United Kingdom - Cradlepoint

Cradlepoint

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:

_ This is a Remote Opportunity in the UK_
Cradlepoint - a part of Ericsson - was born in Boise and built for wireless.

We are a team of authentic, hard-working, and innovative people driven by a shared vision to Connect 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.

We're 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 you're hungry to be part of something big, come join us.

Responsibilities:

How Will You Contribute to the Company?
***The Customer Advocacy Engineer will be responsible for delivering outstanding customer support experience to our customers and partners. We are looking for an experienced, enthusiastic, and hands-on customer advocacy engineer

What Will You Do?

Responsible for helping customers diagnose and resolve complex technical issues
Work handson with the customer to troubleshoot issues and replicate customer environments and network problems as needed to provide resolution. Document issues and work with engineering if needed to provide fixes
Serve as the customer advocate for the timely resolution of issues and for problem reproduction and escalation
Perform handson configuration and troubleshooting of Ericom's solution and related infrastructure.
Give technical presentations and demonstrations
Write Wikilevel documentation and guides

Qualifications:

Minimum Qualifications:

At least three (3) years of experience within information technology and the software industry, in a customer services role
Two (2+) years of experience with supporting network infrastructure and components
Strong technical knowledge of networking and security components (LDAP, SSLVPN, Firewalls, NLB, Group Policy)
A good understanding of TCP/IP, such as routing, nat, and port forwarding
Experience with technical support processes, case management tools, and ticketing systems
Tier 13 level support to troubleshoot and resolve Remote Desktop (RDS) deployments, such as RDCB, Citrix, and XenApp
Ability to learn technology and solution quickly and become an expert
Exhibits confidence and extensive knowledge of industry practices when solving business problems
Excellent general IT skills and knowledge
Virtualization, Windows, Linux, RDP, Terminal Emulation, Knowledge of Local Area and Wide Area Networks
Security knowledge: Firewalls, Antivirus, Remote Browser Isolation, Understanding of Zero-Trust Concepts, SAML, Authentication (2Factor), Active Directory, Encryption (IPSEC & SSL), Certificates
Organized and analytical, identifies critical issues with ease, adept in problem resolution including root cause analysis
Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets
Fluent English and aboveaverage communication skills are required
Ability to explain technical concepts in simple terms and easytounderstand manner to nontechnical audiences
Understands how to communicate difficult/sensitive information tactfully
Ability to perform technical presentations and demonstrations
Why Cradlepoint?

At Cradlepoint, we celebrate & support the unique contributions of our vibrant, global employee base. We know that our differences of perspective inspire creativity and drive innovation. Our culture is based on a set of shared values designed to unite and enable our community to thrive.

At Cradlepoint, we are

_hungry & humble_

. Our values drive everything we do.
-
Respect: we seek to understand, value all perspectives and celebrate our differences.
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Integrity: we take ownership and accountability and do the right thing - even when it's hard.
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Perseverance:we accept and embrace change and have a passion to win.
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Professionalism:we build trust by delivering on our promises and working collaboratively to hold each other accountable.

Our focus areas define how we work:

Cooperation & Collaboration: we are one team.

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Courageous, Fact-based Decisions: be a curious learner and ask questions.
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Execute with Speed:empower employees and guide.
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Speak-up environment:dare to disagree.
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Empathy & Humanness:care for each other and support work life balance.

We are creating the future of global connectivity & building the new network for the new enterprise. Come join us. You belong here.

Compensation and Benefits at Cradlepoint
At Cradlepoint, 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:

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 Cradlepoi