Responsibilities
- Deliver first-contact technical assistance through phone, email, and live chat for networking products including switches, wireless access points, routers, NAS units, cloud-managed solutions, and security appliances.
- Investigate and resolve intermediate-level wired and wireless network connectivity problems.
- Use systematic diagnostic approaches, adhere to support protocols, and escalate advanced cases to senior engineering teams when necessary.
- Partner with L3 specialists to facilitate quick resolution of elevated technical issues.
- Communicate effectively with users of varying technical expertise, maintaining a professional and clear support interaction.
- Provide service that prioritizes customer needs, empathy, and resolution efficiency.
- Handle a steady flow of support cases, ensuring prompt and accurate responses and closures.
- Work closely with colleagues, senior staff, and other departments to troubleshoot and exchange technical knowledge.
- Record diagnostic processes, outcomes, and solutions accurately in internal case management systems.
- Aim to surpass performance benchmarks in customer satisfaction, response times, and service quality.
- Detect patterns in recurring technical problems and recommend improvements to products and support workflows.
- Maintain current knowledge of networking technologies, product updates, and troubleshooting tools.
Other
- Proficiency in Korean is mandatory.
- Strong command of English, both verbal and written, is required.
- Ability to handle multiple tasks and work effectively in high-pressure situations.
- Team collaboration and flexibility in adapting to change are essential.
- Equal Employment Opportunity policies are followed; all applicant data remains private.
