Network Support Specialist, eero CS
About The Position
At eero, we are dedicated to providing a world-class customer experience by ensuring technology in homes and businesses functions seamlessly, offering fast, reliable, and secure connectivity. Our work extends beyond fixing home connectivity to building the foundation for small business solutions and smart homes through our own hardware, software, and cloud integration. We are looking for a Network Support Specialist to deliver exceptional customer support via phone, email, and chat for wireless networks powered by eero devices. The ideal candidate will be comfortable in a technical support setting, eager to learn eero's support processes and tools, dedicated to team success, and motivated by helping customers. While knowledge of computer networking, WiFi, and telecommunications is advantageous, it is not essential as comprehensive training will be provided, covering WiFi fundamentals, networking concepts, and eero-specific tools. This role is based in our Boise, Idaho office, offering the chance to collaborate with intelligent, motivated, and supportive colleagues within a growing global company with diverse career opportunities.
Requirements
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with Microsoft Office products and applications
- 1+ year of customer-facing support experience, including 6+ months in technical support
- Proven track record of delivering courteous, efficient support to external customers
- Commitment to obtaining networking certifications (e.g., CompTIA Network+) during company-provided training time
Nice To Haves
- Knowledge of computer networking, along with WiFi and telecommunications
- Certified Wireless Technology Specialist (CWTS) certification
Responsibilities
- 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
Benefits
- EAP
- Mental Health Support
- Medical Advice Line
- 401(k) matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
