Technical Support Engineer - Early Careers
About The Position
Headquartered in the United States, TP-Link Systems Inc. is a global provider of reliable networking devices and smart home products, consistently ranked as the world’s top provider of Wi-Fi devices. The company is committed to delivering innovative products that enhance people’s lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint. We believe technology changes the world for the better! At TP-Link Systems Inc, we are committed to crafting dependable, high-performance products to connect users worldwide with the wonders of technology. Embracing professionalism, innovation, excellence, and simplicity, we aim to assist our clients in achieving remarkable global performance and enable consumers to enjoy a seamless, effortless lifestyle. Overview: We are seeking independent, energetic technology-driven professional to become a part of our North American-Based Business Network Support Specialist. This position will focus on our SMB/Enterprise product lines and our North American customer base. You will serve as the first point of contact for any network support related issues and inquiries, troubleshooting and resolving problems in a timely and efficient manner through live phone, chat, and email support. Additionally, you will document support tickets, escalate complex issues to higher-level support teams when necessary, and ensure that all incidents are resolved according to service level agreements.
Requirements
- Bachelor’s degree in Business Information Management, Communication, Computer Science, or a related field.
- Experience in business customer technical support experience via chat, phone or email.
- Experience working in customer service or call/support center environments.
- Able to provide customer solutions based on requirements and TP-Link business products.
- Exceptional verbal and written communication skills.
- Ability to explain technical concepts to non-technical users clearly and effectively.
- Able to provide customer solutions based on requirements and TP-Link business products.
Nice To Haves
- Experience supporting SMB/Enterprise products is a plus.
- Knowledge of Wired and Wireless Networking (TCP/IP, DHCP, DNS, IGMP, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).
- Experience configuring at least one type of commercial networking product, such as firewalls, VPN routers, switches, or wireless access points.
Responsibilities
- Provide customer support by phone, chat, and email.
- Troubleshoot and resolve networking related problems in a timely manner.
- Uncover customer’s needs, creating solutions, and resolving problems.
- Make a positive impression with customers through best-in-class customer service.
- Immediate escalation of critical problems.
- Document support tickets escalate complex issues to higher-level support teams.
- Walk customers through hardware installation or software configuration process.
Benefits
- Compensation- $80,000-$100,000
- Free snacks and drinks, and provided lunch on Fridays
- Fully paid medical, dental, and vision insurance (partial coverage for dependents)
- Contributions to 401k funds
- Bi-annual reviews, and annual pay increases
- Health and wellness benefits, including free gym membership
- Quarterly team-building events
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
