Job Title: Technical Support Specialist (Bilingual)

Location: Richmond Hill, Ontario

Employment Type: Full-Time, Permanent

Job Description:

We are looking for a highly motivated Bilingual Technical Support Specialist to join our talented team. The Bilingual Technical Support Specialist is responsible for providing technical support and service for both internal employees and external customers on their technical needs. As a Technical Support Specialist, you are passionate about following up as required with customers to ensure problems are 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
• Basic troubleshooting on the full range of Networking products
• 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
• 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
• 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

Application:

TP-Link Canada Inc. is an equal opportunity employer. While we sincerely thank all applicants for their interest, only those who are selected for an interview will be contacted. All personal data being collected will be treated in strict confidence and used for recruitment purposes only.