Responsibilities
- Deliver first-contact technical assistance through phone, email, and live chat for switches, wireless access points, business routers, NAS units, cloud-managed solutions, and network security products.
- Analyze and resolve intermediate-level wired and wireless network problems.
- Use systematic troubleshooting approaches, adhere to defined workflows, and forward advanced or unresolved cases to senior engineering teams as necessary.
- Work closely with senior engineers to facilitate prompt resolution of escalated technical issues.
- Communicate effectively with customers possessing varying degrees of technical knowledge, maintaining a professional and seamless support interaction.
- Provide service that is customer-centric, understanding, and focused on achieving solutions.
- Handle a continuous flow of support requests, ensuring each is resolved accurately and within expected timeframes.
- Coordinate with team members, advanced engineers, and other departments to troubleshoot problems and exchange technical insights.
- Record diagnostic actions, observations, and final resolutions with clarity in internal case management systems.
- Aim to surpass performance benchmarks related to customer satisfaction, efficiency, and support quality.
- Recognize patterns in recurring technical issues and support initiatives to improve internal processes and product reliability.
- Maintain current knowledge of product features, support tools, and core networking principles.
Other
- Fluency in Mandarin (required)
- Professional working proficiency in English (spoken and written)
- All qualified applicants will receive equal consideration for employment
- All your information will be kept confidential according to EEO guidelines
