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Smart Network Solutions Specialist
2 weeks ago
The role involves delivering comprehensive support to a global user base for smart home and enterprise networking technology. To achieve this, you will become a product expert and interact with product development teams and key stakeholders.
Key responsibilities include:
- Becoming a product expert in designated fields such as Wireless Technologies, Routing & Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems.
- Providing personalized action plans to resolve user issues, including a larger context of their origin and impact.
- Obtaining background information and qualifying the nature of each support interaction.
- Prioritizing requests based on severity and brand liability.
- Responding efficiently and insightfully to users, minimizing friction and maximizing positive impact.
- Performing hands-on testing with homelab equipment to identify UX dead-ends and propose areas of improvement.
- Staying up-to-date on client products and features, particularly those receiving attention on social media platforms.
Required skills and qualifications include:
- Written and verbal English fluency.
- Familiarity with client products, preferably with prior knowledge of IP addresses, Virtual Networks, Domain Name Conversion, Power-over-Ethernet, Wireless communication, devices, and WiFi standards, VPNs, good judgment, prioritization skills, flexibility to work nights and weekends, and comfort working in a dynamic environment.
- A Bachelor's Degree in Engineering, Computer Science, Networking, or a related field, or equivalent technical experience.
