Senior Business Product Technical Support Specialist - TP-Link USA Corporation

TP-Link is a leading provider of consumer Wi-Fi networking products. We continuously develop new products and technologies that transform the way people connect. Our networking expertise uniquely positions us as a leader in emerging technologies that improve our everyday lives, such as smart home products. TP-Link networking and smart home products and services make daily lives simple and secure.

Spacious and modern, our new Irvine location creates a casual atmosphere that fosters team collaboration. In addition to free snacks and drinks, we provide all employees with fully paid medical, dental and vision insurance, and contribute to their 401k funds. We have a robust benefits package, including over four weeks of PTO per year bi-annual pay increases. We strive to create an inclusive environment that provides opportunities for career development and advancement. We offer health & wellness benefits, including free gym membership, quarterly team building events and more. Come join our team!

What we’re looking for:

TP-Link USA Corp is seeking an independent, energetic technology-driven professional to become a part of our local US-Based Business Technical Support team as a Technical Support Specialist.  This position will focus on our SMB/Enterprise product lines and US customer base. This position will require the candidate to:

Responsibilities:

-Service Request (SR) Reception:

• SR reception through Call/Chat/Email/Ticket system.
• Collect necessary information and determine basic problems of SR.
• Inform customer about the service request update

-Product Information & Configuration Support:

• Provide product information and configuration support based on knowledge base and other open information sources like TP-Link website.
• Product recommendations based on product specifications or competitor’s products.

-Hardware RMA: Perform hardware RMA based on relevant SOP.

-Problem Solving:

• Follow the troubleshooting SOP and collect relevant technical problem identification information.
• Provide solution based on standard internet protocols and software features.

-Immediate Escalation to L2 Support Engineer: Follow the SR Escalation SOP based on problem severity.

-Feedback:

• Provide feedback on L1 support required material absence to L1 Support Manager.
• Provide feedback on scenarios or requirements not covered by the product to L2 Support Team.

Daily Duties:

·        Service Request (SR) reception based on work schedule.

·        Provide product information & configuration support based on Knowledge Base.

·        SR problem determination, relevant information collection and solution providing.

·        Immediate escalation of critical problem.

·        Walk customers through hardware installation or software configuration process.

·        Full-time in Irvine office

Requirements

• 5+ years Customer/Technical support experience via Chat, Phone or Email

• 5 years of experience supporting SMB/Enterprise products

• Provide customer solutions based on different requirements.

• Expert-level knowledge of Wired and Wireless Networking (TCP/IP, DHCP, ARP, DNS, 802.11, 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.

• Exceptional verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.

• Ability to work well in a team-oriented environment. Collaborative and supportive approach to work.

• Proficiency in using Microsoft Office programs like Word, Excel, and Outlook.

Preferred Skills:

• Working Experience in the networking industry (Ubiquiti networks, Aruba, Cisco, Netgear, Ruckus, etc.)

• Networking certifications (CCNA/CWNA/ACNT/CCNP/Etc.)

Education:

• BA Degree from an accredited college. Information technology, Computer Science, or computer engineering preferred.

Benefits

Salary: $70K - $90K annually + Bonus

WHAT WE"RE ALL ABOUT:

TP-Link is always seeking ambitious individuals, who are enthusiastic and passionate about their work. We are a global company that values diversity and thrives on entrepreneurial spirit and drive. While TP-Link has made its global mark, it is still a relatively new brand to the U.S. As we grow and shape our team, we’re looking for people to directly influence the success of our U.S. business.

Feel a connection? Send us your resume and a cover letter telling us why you believe you’re the right fit for our team.

We are committed to diversity. TP-Link is an Equal Opportunity and Affirmative Action Employer M/F/D/V.