Technical Support Specialist

2 days ago

Richmond Hill, Canada Inspur USA Inc. Full time

We are looking for a highly motivated **Bilingual** **Technical Support Specialist** to join our talented team. The Bilingual Technical Support Specialist is responsible to provide technical support and service for both internal employees and external customers on their technical needs. As Technical Support Specialist you are passionate about following up as required with customers to ensure problems were resolved and/or recommend further action to ensure customer satisfaction. You also thrive in ambiguous situations, with the ability to be a self-starter and find solutions with/without guidance.

**Duties / Responsibilities**:

- Provide direct technical web and telephone support to TP-LINK customers
- Interact with customer and provide basic troubleshooting on the full range of Networking products and smart home products.
- Provide backup solutions whenever necessary.
- Collection and analysis of customer network information and recommend corrective actions based on analysis
- Provide customer education where needed due to gaps in networking, product knowledge etc.
- Consultation of technical documentation, bulletins, and release notes for known problems
- Keep detail logs of customers’ problems, solutions, and customers satisfaction.
- Follow up on technical cases including proper escalation and management of the case until case closure.
- Manage customer communications and expectations until the closure of each case

**Qualifications**:

- Experience in a technical support role in a networking/security company or equivalent education
- Strong understanding of SOHO and SMB networking products
- Strong troubleshooting and problem-solving skills
- Exceptional interpersonal and communication skills.
- Previous call center experience, preferably supporting data networking products is desirable.
- Strong French and English skills both written and verbal
- Fundamental knowledge of TCP/IP networks (DNS, DHCP, VPN)
- Strong understanding of WiFi technologies and peripherals (AP, Wireless controllers, range extenders, Mesh)

**Additional Information**:

- This is a full-time job position

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

Pay: $50,000.00-$70,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Richmond Hill, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Network support: 1 year (required)
- Security: 1 year (required)

**Language**:

- French (required)

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