Senior Business Product Technical Support Manager
2 weeks ago
TP-Link Systems Inc. is seeking a highly skilled and experienced Technical Support Specialist to join our local US-Based Business Technical Support team. This role will focus on our SMB/Enterprise product lines and US customer base.
Key Responsibilities- Design and plan the overall pre-sales and post-sales service and delivery process for business network products in the US market.
- Organize responses to technical support service requests from key US customers, plan SLA standards and support programs for each support level.
- Plan and implement the training and certification system for the US market, develop and implement training material output plans, and maintain relationships with Training Partners.
- Interface with R&D, testing, product, marketing, and customer service teams to drive product problem solutions on time.
- Develop and implement short and long-term OKRs for the US Technical Support team.
- Lead and administer the US technical support team, including recruiting, training, and performance appraisals.
- 5+ years of experience in business customer technical support team management.
- 3+ years of experience in network management/support practice.
- Expert-level knowledge of Wired and Wireless Networking (TCP/IP, DHCP, DNS, IGMP, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).
- Able to provide customer solutions based on requirements and TP-Link products.
- Familiar with the planning, design, deployment, operation, and maintenance processes of wired and wireless networks in medium to large enterprises/campuses.
- Familiar with common problems and troubleshooting solutions for medium to large enterprise/campus wired and wireless networks.
- Excellent cross-team communication and leadership skills, collaborative and creative.
- Ability to work under high pressure and accept emergencies out of hours when necessary.
- Working experience in the networking industry.
- Networking certifications (CCNA/CWNA/ACNT/CCNP/CCIE/Etc.).
- BA Degree from an accredited college. Information technology, Computer Science, or computer engineering preferred.
- Salary: $120K - $140K annually + Bonus.
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Irvine, California, United States TP-Link USA Corporation Full timeAbout TP-Link:TP-Link is a prominent provider of consumer Wi-Fi networking solutions. We are dedicated to innovating products and technologies that enhance connectivity in everyday life. Our expertise in networking positions us as a leader in emerging technologies, including smart home devices.Our modern workspace fosters collaboration and creativity,...
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Irvine, California, United States TP-Link Systems Inc. Full timeJob Title: Senior Business Product Technical Support SpecialistTP-Link Systems Inc. is seeking a highly skilled and experienced Technical Support Specialist to join our US-Based Business Technical Support team. As a key member of our team, you will be responsible for providing top-notch technical support to our SMB/Enterprise...
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Irvine, California, United States TP-Link Systems Inc. Full timeAbout TP-Link Systems Inc.TP-Link is a leading provider of consumer Wi-Fi networking products, continuously developing new products and technologies that transform the way people connect. Our networking expertise uniquely positions us as a leader in emerging technologies that improve our everyday lives, such as smart home products.Job SummaryWe are seeking...
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Irvine, California, United States TP-Link Systems Inc. Full timeJob DescriptionTP-Link Systems Inc. is seeking a highly skilled and experienced Technical Support Specialist to join our local US-Based Business Technical Support team. This role will focus on our SMB/Enterprise product lines and US customer base.Key ResponsibilitiesDesign and plan the overall pre-sales and post-sales service and delivery process for...
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Irvine, United States TP-Link Systems Inc. Full timeTP-Link is a leading provider of consumer Wi-Fi networking products. We continuously develop new products and technologies that transform the way people connect. Our networking expertise uniquely positions us as a leader in emerging technologies that improve our everyday lives, such as smart home products. TP-Link networking and smart home products and...
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