Cloudpath Networks, Inc. provides Automated Device Enablement (ADE) solutions that simplify the adoption of standards-based Wi-Fi security, including WPA2-Enterprise, 802.1X, and X.509, in diverse BYOD environments. Founded in 2006, Cloudpath Networks invented the modern onboarding model for personal devices and continues to drive the industry’s adoption of standards-based security en masse. The Cloudpath XpressConnect solutions are proven worldwide to bring simplicity to secure networks through automated and easy-to-use form and function.
Job Description:
When you see a problem, do you get excited to dive in and find a solution?
Are you fanatical about providing great customer service?
Are you easily able to communicate technical stuff to non-technical people?
Do you want to work in a growing company where you can see the impact that you're making?
If you can answer "yes" to these questions, we want to hear from you!
The Application Support Specialist is primarily responsible for providing technical support and guidance to customers, distributors and team members on the operation and maintenance of Cloudpath’s solutions suite. Candidate will maintain, troubleshoot, and report remote application installations. The Application Support Specialist will be located in the Westminster, Colorado office.
What we expect:
Acquire and sustain expert knowledge in the workings of Cloudpath products, applications, and services, and the various use cases supported by each
Answer, evaluate and prioritize phone and email requests for assistance from customers, distributors and staff
Log and manage customer interactions in Desk.com to build and maintain an accurate customer database
Respond to customer needs in a timely and effective manner in an environment requiring teamwork, efficiency, cross-training, and continuous improvement
Open, track, and close support incidents in the customer support application
Answer queries and resolve issues with software applications, and escalate to the appropriate team resources or personally resolve and close tickets as necessary
Prepare and maintain support procedure documentation and customer resources such as FAQs and user manuals
Contribute to support procedure process improvement
What you'll bring:
BA/BS degree
At least Two (2) years of previous Help Desk or technical customer support experience
Excellent verbal and written communication skills
Able to learn quickly and work effectively in a team-oriented environment
Thrives in a dynamic, fast-paced, constantly changing environment
Outstanding troubleshooting and problem solving skills
Self-motivated and able to work independently with minimal supervision
Strong attention to detail
Experience in at least one of the following areas: networking, security, systems administration, wireless
Good general working knowledge of information technology, computer hardware, network security, and/or mobility
Experience with Salesforce, Bugzilla, ticketing systems
Additional Information:
All your information will be kept confidential according to EEO guidelines.
