Service Support Specialist

Ericsson•Boise, ID

6d•Hybrid

About The Position

The Service Support Specialist will collaborate closely with distributors, partners, customers, and Sales teams to collect, provide, and process information in response to inquiries, concerns, and requests related to customer account issues. Based in Nampa with a hybrid schedule, this full-time role serves as a key communication link — both internally and externally — for account-related matters across the Americas. If you thrive on responsibility, enjoy a collaborative environment, and find satisfaction in solving problems every day, this could be a great fit.

Requirements

1+ years of experience in technical support, client support, or account management, handling high-volume inquiries via email and phone
1+ years of experience using CRM tools (such as Salesforce) and ERP systems (such as Microsoft Dynamics AX / DAX) for case management and account tracking
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams), Microsoft Dynamics AX (DAX), and Salesforce
Strong verbal and written communication, interpersonal, and presentation skills in English
Excellent organizational skills and attention to detail
Demonstrated ability to manage complex tasks and balance competing priorities to meet deadlines
A results-focused mindset with the ability to work independently and take initiative
Strong problem-solving skills with the ability to adapt and collaborate effectively in a team environment, sharing information openly and supporting colleagues' growth
Sound judgment, decision-making ability, and discretion when handling sensitive information
Comfort receiving direction from multiple stakeholders across the organization

Responsibilities

Deliver exceptional customer service by maintaining consistent availability for customer emails and phone calls
Ensure customer inquiries are handled promptly, efficiently, and accurately by connecting them with the appropriate internal contacts
Assist in troubleshooting and resolving account data issues to keep customer accounts compliant and functioning effectively
Collaborate with distributors, partners, customers, and sales teams to gather information and resolve licensing or device-related data irregularities
Prioritize and manage multiple tasks simultaneously while maintaining a high level of accuracy
Identify and recommend process improvements to enhance the overall customer service experience
Maintain detailed case management records using CRM tools
Follow established best practices to protect the integrity of customer accounts

Benefits

Subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution.
Subsidized dental and vision coverage.
401(k) plan with a 4% company match and immediate vesting.
Company-paid employee basic life and AD&D insurance.
Company-paid disability benefits.
15 days of accrued vacation.
Up to 3 personal days per year.
11 annual holidays.
8 hours of volunteer time.
80 hours of sick time annually.
Up to 16 weeks of paid maternity leave.
6 weeks of parental or adoption leave at 100% of pay.
Comprehensive Employee Assistance Program.
Mobile therapy.