Job ID: 10403965 | Amazon.com Services LLC
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 Wi‑Fi and telecommunications, is advantageous but not essential. We provide comprehensive training on all technical aspects of the role, including Wi‑Fi fundamentals, networking concepts, and eero‑specific tools. This role will be working out of our office in Boise, Idaho, providing an opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues and be part of a growing global company that offers a range of career opportunities.
Key Job 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
* Communicate fluently in both English & Spanish
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
* Experience troubleshooting and debugging technical systems, or experience that includes strong analytical skills, attention to detail, and effective communication abilities, and experience in managing and troubleshooting network
* Work a flexible schedule including weekends, nights, and holidays
* 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
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.
USA, ID, Boise – $19.00 – $27.00 USD hourly
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.
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