Technical Support Specialist at Box and Cedar

ROLES / RESPONSIBILITIES:

•  Responding to customer inquiries and providing technical guidance and support related to base station equipment, including installation, configuration, operation, and troubleshooting.
•  Identifying and diagnosing technical issues and problems reported by customers. 
• Collaborating with customers to troubleshoot issues, perform root cause analysis, and provide effective solutions or workarounds.
• Assisting customers remotely through phone, email, chat, or remote desktop tools to address their technical concerns, provide instructions, and guide them through necessary steps to resolve issues.
• Visiting customer sites to provide technical support and resolve complex technical problems that cannot be resolved remotely. This may involve conducting equipment inspections, diagnosing hardware or software issues, and working closely with the customer's technical teams.
• Documenting customer interactions, technical issues, and solutions provided. Contributing to the creation and maintenance of knowledge base articles, FAQs, and technical documentation to enable self-service support for customers.
• Collecting customer feedback on product performance, usability, and reliability.
• Collaborating with the product development and engineering teams to communicate customer requirements, identify product improvement opportunities, and contribute to the ongoing development of base station equipment.

QUALIFICATIONS / SKILLS:

• A Bachelor's degree in a relevant field such as telecommunications, electrical engineering, computer science, or a related field is required.
• Relevant certifications or specialized training in base station equipment or telecommunications technologies is also beneficial. 
• Minimum of 7 years relevant experience 
• Strong understanding of base station equipment, wireless communication technologies, and telecommunications networks. Familiarity with protocols such as LTE, 5G, and IP networking is essential. 
• Knowledge of hardware components, software configurations, and troubleshooting techniques related to base stations is required.
• Ability to analyze and troubleshoot complex technical issues effectively. 
• Strong problem-solving and critical-thinking skills are necessary to identify root causes, propose solutions, and guide customers through issue resolution.
• Excellent verbal and written communication skills are essential to communicate technical information clearly and concisely to customers. 
• Active listening skills and the ability to ask probing questions to gather relevant information are crucial.
• A customer-centric approach with a strong focus on providing exceptional customer service and ensuring customer satisfaction. Patience, empathy, and the ability to remain calm and professional when dealing with frustrated or upset customers are important.
• Willingness to work in a dynamic and fast-paced environment where priorities and tasks may change quickly. Ability to adapt to new technologies, learn quickly, and keep up with industry trends and advancements.
• Strong collaboration skills to work effectively with cross-functional teams, including sales, engineering, and product development.
• Willingness to share knowledge, collaborate on problem-solving, and contribute to a positive team environment.