Business Networking Technical Support and Community Specialist (SMB)

Who we are looking for:

TP-Link Systems Inc. is seeking an independent, energetic, and tech-savvy professional to join our dynamic US-Based Community team. We’re looking for a driven individual with a passion for learning, embracing new challenges, and contributing to the growth of our team and company while enhancing the customer experience

What are the needs of the position?

Community (Forum) Engagement:

• Interact with community members to understand their concerns, address their questions, provide content to enhance their experience
• Encourage active participation and engagement within the community forum to foster a collaborative environment
• Post content as Stories or Knowledgebase articles
• Post content developed by the Content Engagement team as required

3rd Party Platform Engagement:

• Post and manage content, respond to threads/replies/tags, and ensure code of conduct is followed on monitored 3rd party community platforms

Cross-Team Collaboration:

• Work with Marketing, Sales, and Engineering teams to provide an enhanced community experience.
• Utilize email, chat (Microsoft Teams), and meetings with internal teams to create an open and collaborative environment to ensure a greater user experience

Technical Support:

• Provide prompt and effective technical support to community members for Omada and VIGI product lines by responding to threads and replies.
• Troubleshoot reported bugs and security concerns within product hardware and software as found or reported by community members.
• Troubleshoot, report, and escalate any platform-related concerns to the engineering or development teams.
• Escalate any unresolved concerns to the Engineering team and act as a point of contact between the community members and engineering.
• Platform Administration:
• Monitor and remove spam or content that violates community rules
• Ban/Silence/Restore users who have violated the community rules
• Provide reports and analysis of the community’s health and its performance

What Skills will you need?

Communication Skills:

• Display excellent verbal and written communication skills to interact effectively with community members, colleagues, external contacts, and management
• Ability to explain complex technical concepts in a user-friendly manner
• Organizational and Multi-tasking Skills:
• Organized, highly motivated, and able to quickly adapt to changes. Able to work on multiple projects at once and practice excellent time management skills

Technical Skills:

• Knowledge of products and technologies used in a business or enterprise network environment.
• Proficiency in troubleshooting common and complex business product concerns in a networking environment.
• Familiarity with web-based, app, and command line interfaces used to manage and support products in a network environment.

Teamwork Skills:

• Able to work independently or as part of a team to ensure overall mission accomplishment.
• Customer Service Skills:
• Able to effectively engage with customers to resolve concerns and maintain a high level of customer satisfaction
• Prioritize overall user satisfaction and engagement in all interactions.
• Education and Experience:

Required

• Minimum of 2 years of experience working on a community or public forum
• Minimum of 2 years of Business Product Technical Support experience
• Experience in providing detailed reporting that identifies known and potential concerns and provides suggestions for resolutions
• Proficiency in using Microsoft Office programs like Word, Excel, PowerPoint, and Outlook
• Understanding of a Vertical industry
• BA degree from an accredited college

Preferred

• Technical Certifications (i.e. CCNA, Network+, AWS, A+, etc.)
• Experience with Adobe Creative Cloud suite of programs (i.e., Photoshop, Premiere Pro, After Effects, etc.)

Salary: $70K - $85K annually + Bonus

WHAT WE'RE ALL ABOUT:

TP-Link is always seeking ambitious individuals, who are enthusiastic and passionate about their work. We are a global company that values diversity and thrives on entrepreneurial spirit and drive. While TP-Link has made its global mark, it is still a relatively new brand to the U.S. As we grow and shape our team, we’re looking for people to directly influence the success of our U.S. business.

Feel a connection? Send us your resume and a cover letter telling us why you believe you’re the right fit for our team.

We are committed to diversity. TP-Link is an Equal Opportunity and Affirmative Action Employer M/F.