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CSS Corp – San Jose, CA
Position Summary: Tier-2 Technical Support Engineer to provide phone support to NETGEAR customers, partners, and resellers. The primary function is to identify issues and promptly and accurately find proper resolution. |
Duties and Responsibilities:
- Provides exceptional customer service during phone calls with NETGEAR customers.
- Guides customers through each step of NETGEAR equipment configuration, while explaining clearly to earn the customer’s trust.
- Accurately differentiates between a bug, a malfunction or a misconfiguration.
- Escalates emerging issues or priority cases as required.
- Takes ownership and follows up on all cases based on priority while maintaining SLA.
- Will verify customer’s satisfaction every time a case is closed.
- Performs other duties or special projects as assigned.
Requirements:
- Two years’ experience with technical support in a call center, either as a technical support engineer or as customer service representative is required
- Excellent communication skills, spoken and written; must demonstrate the ability to effectively communicate technical and non-technical information.
- Excellent interpersonal skills, including patience, a sense of humor, flexibility, consideration, discretion, tact, confidence and effectiveness in dealing with people and sensitive information.
- Understanding of how a computer works and communicates in the network.
- In depth knowledge and understanding of Layer 2/3 protocols such as ARP, DHCP, IPv4, RIP, NAT, and Layer-4 protocols TCP, UDP.
- Good knowledge and understanding of application protocols, DNS, FTP, and HTTP/S and SSL.
- Experience with firewalls, gateways, and load balancing.
- Experience with Layer 2 and Layer 3 Switches VLAN and ACL.
- Must demonstrate analytical, troubleshooting, and problem solving skills.
- Microsoft, CISCO and/or VMware certifications are preferred, but not required.
- Additional consideration to applicants who also understand RAID, LINUX, SSH and Telnet.
- Previous experience with technical support in a call center, either as a technical support engineer or as customer service representative is preferred. Competitive/DOE Medical/Dental/Vision 2 Weeks of PTO per year 9 Paid Holidays 401k
Continued education opportunities
[/fusion_text][fusion_button link=”https://jobmobz.com//apply” color=”default” size=”” type=”” shape=”” target=”_self” title=”” gradient_colors=”|” gradient_hover_colors=”|” accent_color=”” accent_hover_color=”” bevel_color=”” border_width=”1px” shadow=”” icon=”” icon_position=”left” icon_divider=”no” modal=”” animation_type=”0″ animation_direction=”left” animation_speed=”1″ alignment=”right” class=”” id=””]Apply[/fusion_button][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]