Who we are looking for: TP-Link Systems Inc. is seeking an independent, energetic, and tech-savvy professional to join our dynamic U.S.-based Community team. We’re looking for a motivated individual who thrives on learning, tackling new challenges, and driving meaningful contributions to our team and company. The ideal candidate will have a passion for community engagement and technical support, helping enhance the customer experience while fostering growth and collaboration. What are the needs of the position? Community (Forum) Engagement: + Engage & Support Members: Actively interact with community members to understand their concerns, provide timely responses, and share valuable content that enhances their experience. + Foster Participation: Encourage meaningful discussions and active engagement by creating a welcoming and collaborative forum environment. + Content Contribution: Create and publish relevant content, such as Stories or Knowledgebase articles, tailored to the needs of the community. + Content Moderation: Monitor, review, and remove spam or content that violates community guidelines, ensuring a safe and constructive environment. Technical Support: + Community Assistance: Provide prompt and effective technical support for Omada and VIGI product lines by responding to member inquiries, troubleshooting issues, and ensuring timely resolutions. + Issue Identification & Resolution: Investigate and troubleshoot reported bugs, security concerns, and hardware/software anomalies raised by community members, offering solutions or guidance. + Platform Support & Escalation: Identify and report platform-related concerns, escalating critical issues to engineering or development teams while ensuring clear communication. + Engineering Liaison: Serve as a bridge between community members and the Engineering team, escalating unresolved concerns and facilitating effective technical collaboration. Requirements What Skills will you need? Communication Skills: + Demonstrate strong verbal and written communication abilities to interact effectively with community members, colleagues, external contacts, and management. + Convey complex technical concepts in a clear, user-friendly manner to support diverse audiences. Organizational & Multi-tasking Skills: + Maintain a highly organized, adaptable approach to managing multiple projects while ensuring effective time management. + Stay motivated and flexible in dynamic environments, responding efficiently to evolving priorities. Technical Skills: + Possess in-depth knowledge of products and technologies used in business and enterprise network environments. + Demonstrate proficiency in troubleshooting both common and complex networking product issues. + Utilize web-based, app, and command-line interfaces to effectively manage and support networked products. Customer Service Skills: + Engage effectively with customers to resolve concerns and maintain high satisfaction levels. + Prioritize user experience and engagement in all interactions, ensuring professional and responsive support. Education and Experience: Required Qualifications: + Community Engagement Expertise: Minimum of 2 years of experience managing or contributing to a community or public forum. + Technical Support Experience: At least 2 years of Business Product Technical Support experience, providing solutions for enterprise-level concerns. + Analytical & Reporting Skills: Ability to produce detailed reports identifying known and potential issues, offering data-driven resolution strategies. + Software Proficiency: Strong command of Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook. + Industry Knowledge: Understanding of a vertical industry and its unique challenges in product support and community engagement. Preferred Qualifications: + Educational Background: Bachelor's degree from an accredited college, demonstrating a strong academic foundation. + Technical Certifications: Relevant industry certifications (e.g., CCNA, Network+, AWS, A+, etc.), validating technical expertise. + Creative & Media Experience: Familiarity with Adobe Creative Cloud applications, including Photoshop, Premiere Pro, and After Effects, for content enhancement. Benefits Salary: $70K - $85K annually + Bonus 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. While TP-Link has made its global mark, it is still a relatively new brand to the U.S. 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. Please, no third-party agency inquiries, and we are unable to offer visa sponsorships at this time.