Network Support Specialist
2 days ago
The Network Support Specialist plays a vital role in advancing our user-oriented approach to technical support.
This key position involves resolving customer requests while using the insights gained to improve the user experience for all customers. By regularly interacting with product development teams and key stakeholders, you will drive the creation of product UI/UX improvements that reduce future request volumes.
As a product expert in designated fields such as Wireless Technologies, Routing & Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems, you will:
- Become proficient in internal product documentation and use this knowledge to provide personalized action plans for users that resolve their issues and provide a larger context of their origin and impact.
- Obtain necessary background information and qualify the nature of each support interaction to inform advanced technical support engineers and create product improvements that prevent other requests in the future.
- Prioritize requests based on severity and brand liability.
- Respond efficiently and insightfully to reinforce our team's mission and minimize friction and maximize the positive impact of each interaction.
You will also perform hands-on testing with provided homelab equipment to identify potential UX dead-ends, reproduce known ones, and propose areas of improvement.
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