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 Coordination: Manage and post content developed by the Content Engagement team as required, ensuring alignment with community interests and support objectives.
3rd Party Platform Engagement: - Content Management: Publish, curate, and manage discussions across monitored third-party community platforms, ensuring relevance and engagement.
- Community Interaction: Actively respond to threads, replies, and tags to foster meaningful discussions and maintain a supportive environment.
- Moderation & Compliance: Monitor platform activity to uphold community guidelines, enforce code of conduct standards, and address any violations appropriately.
Cross-Team Collaboration: - Interdepartmental Coordination: Partner with Marketing, Sales, and Engineering teams to align community initiatives with broader business objectives, enhancing user engagement.
- Multi-Channel Communication: Utilize email, Microsoft Teams chat, and cross-functional meetings to facilitate open dialogue, ensuring seamless coordination across teams.
- User Experience Optimization: Work collaboratively to identify community needs and implement strategies that improve engagement and satisfaction.
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.
Platform Administration: - Content Moderation: Monitor, review, and remove spam or content that violates community guidelines, ensuring a safe and constructive environment.
- User Management: Enforce community rules by banning, silencing, or restoring users as necessary while maintaining fairness and transparency in moderation.
- Community Insights & Reporting: Generate reports and conduct analysis on community health, engagement trends, and overall platform performance to inform strategic improvements.
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.
Teamwork & Collaboration: - Work independently or as part of a team to ensure alignment with mission objectives.
- Foster collaboration across departments to enhance engagement and operational effectiveness.
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.