Network Support Specialist - Eero CS

Description

At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work - through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the small business solutions and smart homes, by designing our own hardware, enabling it with powerful software, and tying it all together in the cloud.

- We are seeking a Network Support Specialist to provide exceptional customer support (via phone, email, and chat) on wireless networks enabled by eero devices.
- You should be comfortable working in a technical support environment, curious to learn about eero support processes and tools, committed to doing the best for your team, and intrinsically driven to help customers.

- Knowledge of computer networking, along with WiFi and telecommunications, is advantageous but not essential. We provide comprehensive training on all technical aspects of the role, including WiFi fundamentals, networking concepts, and eero-specific tools.
- This is an in-person role based in our Boise, Idaho office. You'll work alongside a smart, motivated, and supportive team, and you'll be part of a growing global company with plenty of room to build your career.


Key job responsibilities
As a Network Support Specialist, you will:
- Provide frontline technical support to customers via phone and email
- Configure network devices, including routers, switches, firewalls, and wireless access points
- Troubleshoot common network issues, such as connectivity problems, Wi-Fi issues, VPN problems, etc.
- Thoroughly document all support interactions and their resolutions
- Identify and escalate complex issues to higher tier support teams
- Able to communicate fluently in both English & Spanish
- Work in person at our Boise, Idaho office



A day in the life
As a Network Support Specialist, you will take part in the day to day delivery of technical support provided to customers across the globe. You’ll serve as the initial point of contact for customers, seeking resolutions for technical and account related inquiries.

Basic Qualifications

- Speak, write, and read fluently in Spanish
- 1 year of customer facing support experience with a minimum of 6 months in a technical support capacity
- Experience Delivering courteous and efficient support to external customers
- Ability to identify and troubleshoot issues logically and efficiently
- Willingness for continuous learning that includes networking certifications during provided company time (e.g., CompTIA Network +)
- Work in our Boise, Idaho office. Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Preferred Qualifications

- CompTIA Network+ (nice to have/will train)
- Certified Wireless Technology Specialist (CWTS) certification (nice to have/will train)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.