Bilingual Technical Support Specialist

We are hiring

Headquartered in the United States, TP-Link 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.

Established over 15 years ago, TP-Link Canada Inc. operates as the Canadian subsidiary, embodying values of professionalism, innovation, excellence, and simplicity. At TP-Link Canada, we cultivate a dynamic and forward-thinking work environment where every team member is valued, supported, and encouraged to thrive. Join us in driving the future of connectivity — we’re passionate about what we do

Join us and experience the difference.

We are a vibrant and innovative workplace where employees are valued and empowered. We love what we do

We are seeking a skilled and experienced **Bilingual Customer Technical Support Specialist**to join our growing team. This role involves understanding how TP-Link’s hardware and devices work, communicating with external customers on troubleshooting technical problems and resolving their issues remotely. Customer Technical Support Specialist will also be using their knowledge of technology and interpersonal skills to troubleshoot issues and offer user guidance to employees.

Thank you in advance for your interest in TP-Link.

We look forward to reviewing your resume

**Location**: On-site | 88 Fulton Way, Richmond Hill, ON
**Type**: Full-Time | Salary + Benefits + Paid Time Off

**Job Requirements**:

- Post secondary+ education
- Completion of a college program in computer science, computer programming or network administration is an asset
- Experience in a technical support role in a networking/ security company or equivalent education
- Strong English and French skills, both written and verbal
- Fundamental knowledge of TCP/IP networks (DNS, DHCP, VPN)
- Strong understanding of Wi-Fi technologies and peripherals (AP, Wireless controllers, range extenders, Mesh)
- Strong understanding of SOHO and SMB networking products
- Strong troubleshooting and problem-solving skills
- Ability to remain calm and maintain professionalism while de-escalating challenging scenarios
- Previous call center experience, preferably supporting data networking products, is desirable
- Eligibility to work in Canada

**Essential Duties & Responsibilities**:

- External Customer Technical Support:_
- Uphold and comply with the customer service standards of TPCA
- Provide direct technical web and telephone support to TP-Link Canada (TPCA) customers
- Follow customer service scripts
- Help customers troubleshoot the problems they encounter to identify their causes and attempt solutions
- Use a systematic approach that involves asking questions about the problem to understand more about it
- Use technical knowledge, internal troubleshooting guides, and problem-solving skills to diagnose the cause of the issue and recommend the best solution
- Request the input of other departments to help customers resolve an issue
- Create a ticket for unresolved issues and escalate to the highest level
- Guide the customer remotely through steps to correct their problem
- Verify with the customer that they've resolved the issue before ending the call
- Follow up on technical cases, including proper escalation and management of the case until case closure
- Keep detailed logs of customer issues’ requests, provided solutions, and customer feedback
- Use opportunities to cross-sell or upsell
- Provide customer education where needed due to knowledge gaps in networking, product knowledge etc.
- Collect and analyse customer network information; recommend corrective actions based on the analysis
- Review technical documentation, bulletins, and release notes for issues
- Assist with translating the user guide from English to French
- Upload the latest firmware, drivers, and software for TP-Link devices to the TPLC website
- Internal Customer (Employees) Technical Support:_
- Keep TPCA’s operating systems up to date
- Protect company’s digital assets
- Install equipment and software for new employees
- Provide technical support to employees when problems arise
- Create a ticket for unresolved issues and escalate to the highest level
- Handle daily IT equipment
- Carry out additional tasks as assigned by the supervisor to support team objectives
- In Accordance with the Accessibility for Ontarians with Disabilities Act (AODA), TP-Link Canada strives to ensure that all recruiting processes are non-discriminatory. If you require accommodation, please advise HR in advance of attending the interview. _
- All personal data being collected will be treated in strict confidence and used for recruitment purposes only._

**Job Types**: Full-time, Permanent

Expected hours: 40 per we