Business Product Technical Support Manager

TP-Link USA is currently seeking a Business ProductTechnical Support Manager

TP-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 services make daily lives simple and secure.

Spacious and modern, our new Irvine location creates a casual atmosphere that fosters team collaboration. In addition to free snacks and drinks, we provide all employees with fully paid medical, dental and vision insurance, and contribute to their 401k funds. We have a robust benefits package, including over four weeks of PTO per year bi-annual pay increases. We strive to create an inclusive environment that provides opportunities for career development and advancement. We offer health & wellness benefits, including free gym membership, quarterly team building events and more. Come join our team!

What we’re looking for:

TP-Link is currently looking for a candidate to join our Product Division as a locally based customer support team supervisor. A position will require a candidate to:

• Support customers in a live-chat environment and follow up with email or calls as required.
• Troubleshoot advanced problems over a wide range of product types and categories.
• Provide complex solutions in an easy-to-understand presentation.
• Provide guidelines and team management to support specialist.
• Provide weekly reports to upper management team.
• Keep close communication with FAE/PM team to provide customer feedback and suggestions
• Sourcing and reviewing the support related system to make sure the systems fit our team and improve our working efficiency

What your future looks like:

• Creating instruction FAQs/articles/guides as needed
• Offering Technical Support for products
• Identifying the cause of bugs or problems
• Installing hardware and other equipment
• Collaborating with various departments to create promotional activities.
• Troubleshooting technical issues
• Diagnosing and repairing faults
• Generate and send reports to upper management team.
• Conduct industry research based on requirements
• Conduct daily team management and support services guarantee
• Commute daily to Irvine office

Requirements

Education & Experience

• Bachelor degree or above
• 4+ years Technical Support or IT background
• Experience leading and working with Technical Support team
• Strong teamwork/leadership skills and ability to report to management team
• Experience working with different teams
• Having experience in sourcing new system / tools and have successfully deployed them in daily work will be preferred
• Understand how to communicate customer cases/necessities into tickets for the engineering team
• Understand how to source new systems or tools create the right process for both inner / external cases to improve team efficiency
• Can provide training to inner teams or external sales team
• Ability to face new challenges
• Be familiar with networking products and related networking knowledge
• Experience in the industry BONUS (Ubiquiti networks, Aruba, Cisco, Ruckus, etc) will be highly preferred

• Customer Service Experience Networking certifications (CCNA/CCNP/Azure/AWS/JNCIA/Etc.) preferred.

Benefits

Salary: $80K -120K DOE

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. 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/D/V.