Technical Support Specialist
3 days ago
We are a dynamic company driven by a mission to connect everyone, everywhere.
To date, we have shipped over 100 million devices worldwide, ranging from ISP networking products to cutting-edge IT solutions.
We are looking for a Technical Support Specialist to join our team and contribute to our growth.
About the Job- Provide technical support for Ubiquiti's product lines via phone, web chat, and email.
- Manage incoming requests from beginning to resolution for premium customers.
- Educate customers on Ubiquiti's products, features, and best practices.
- Assist customers with architectural design.
- Troubleshoot and diagnose issues, including providing workarounds when required.
- Identify areas for improvement in user experience, working with development and product management teams.
- Stay up-to-date on Ubiquiti products and related industry technologies.
- Collaborate with key stakeholders to provide feedback and drive product improvements.
The ideal candidate should have:
- Practical knowledge of one or more technical domains.
- Experience with networking concepts including routing, switching, security, and VPNs; understanding of various networking protocols (TCP/IP, WireGuard, etc.) and major operating systems (Linux) is preferred.
- Knowledge of and enthusiasm for Ubiquiti products is a bonus.
- Familiarity with troubleshooting techniques and effective communication skills to convey these to customers.
- Ability to work in a fast-paced environment with changing priorities.
- Expertise around factors impacting UX (e.g., how can we improve our products or services), and CX (e.g., how can we improve our support experience and customer interactions).
- Excellent written and verbal communication skills.
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