l2 customer technical support specialist

We are hiring About us

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

We are hiring for an existent vacancy, seeking a knowledgeable and experienced
Level 2 Customer Technical Support Specialist
to join our team.

You will be playing a vital role in ensuring customer satisfaction and driving sales.

You are the go-to expert for technical queries helping customers maximize the value of TP-Link's Internet Service Provider (ISP) and Small-Medium Business (SMB) products they purchase. This role is particularly important in the ISP&SMB markets, where personalized support and understanding of customer needs are highly valued.

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 + Bonus + Benefits + Paid Time Off

Salary Range
: $70,000 minimum to $90,000 maximum
(Salary is based upon candidate's experience and qualifications, as well as market and business considerations).

Job Requirements:

• BSc degree in a relevant engineering field such as Electrical Engineering, Electronics Engineering, Mechanical Engineering, Computer Science, or a related discipline
• 3+ years' experience as a Customer Technical Support, Application Engineer or similar role
• Proficiency in English and Mandarin both written and verbal
• Customer-oriented mindset
• Experience working in the ISP&SMB networking field is a strong asset
• Strong technical background with understanding of relevant technologies and products
• Excellent communication and interpersonal skills
• Ability to present complex technical information and explain complex technical concepts in a clear and concise manner
• Strong interpersonal skills to build rapport with customers and colleagues. This includes active listening, empathy, and conflict resolution
• Strong problem-solving abilities to diagnose and resolve technical issues effectively
• Basic proficiency in Excel and PowerPoint, with strong analytical, review, and summarization skills
• Ability to adapt to diverse customer needs and technical environments
• Understanding and respecting cultural differences when interacting with customers
• Eligibility to work in Canada

Essential Duties & Responsibilities:

• Provide pre- and post-sales technical assistance to ISP&SMB customers
• Work closely with the sales team to provide technical expertise and support
• Communicate with ISP&SMB customers to identify their needs and provide appropriate technical solutions
• Research, diagnose and resolve technical issues faced by ISP&SMB customers through email or remote access
• Gather customer feedback to improve company's ISP&SMB products and services
• Document processes and customer interactions, and prepare reports for the management
• Provide feedback to product development teams to improve ISP&SMB products
• Collaborate with the sales team during product/project implementation to resolve technical challenges
• Conduct product demonstrations and provide technical presentations to explain the company's products to customers
• Test new and updated products and provide feedback to development teams
• Participate in trade shows and seminars to promote the company's products
• Provide training and support to the internal L1 technical support team
• This role requires both office work and travel to customers' sites
• Perform other duties as assigned

Please forward your resume to

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.

TP-Link Canada is not using artificial intelligence to screen, assess, and/or select applicants.

All personal data being collected will be treated in strict confidence and used for recruitment purposes only.

Only candidates selected for an interview will be contacted. All other applicants are thanked for their interest.