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Netgear CHP Level 2 Agent German/English Customer Service and Support Location Szczecin, Poland Apply Now

Job Title:

Netgear CHP Level 2 Agent German/English

Job Description

We are looking for a natural, detail-oriented problem-solver and troubleshooter, who will take ownership and provide resolution to escalated cases. Provide coaching and guidance to L1 support staff. Support Team Leaders and Manager.

Essential Functions/Core Responsibilities: 

Onboarding (First Month):  

Collaborate with Level 1 agents to understand and assist with escalated cases. 

Acquire familiarity with coaching and mentoring processes and quality assurance standards. 

Begin building technical product knowledge and expertise in specified products. 

 

Within 2 Months: 

Provide guidance and resolutions for challenging technical issues for both customers and agents. 

Deliver coaching sessions for agents, addressing identified improvement areas. 

Investigate and address case issues constructively, providing coaching as needed. 

Participate in New Starters training sessions in collaboration with our dedicated trainer. 

Answer technical questions from agents and contribute to updating the team on technical updates and new features. 

 

Within 4 Months: 

Team Lead/Managers backup.   

Identify emerging technical issues, collaborating with Level 3 support. 

Prepare supplementary materials on various technical issues for continuous knowledge enhancement. 

Collaborate with Team Leads and Manager to enhance overall team performance. 

Undertake any other tasks assigned by superiors, ensuring flexibility and adaptability. 

 

   

Candidate Profile  

CCNA / CompTIA Network+ certification or equivalent qualification is desirable but not essential, experience with Netgear products and systems an advantage. 

Experience with troubleshooting Routers, Firewalls, Wireless and other network technologies required. 

Previous QA/Supervisory experience is a distinct advantage. 

Excellent communication skills. 

Proven ability to meet tight deadlines and take on multiple assignments. 

Self-motivated individual able to work independently. 

Fluent German and English language skills – both written and spoken required. 

Have a desire to improve and develop yourself in a fast-paced technical environment. 

Location:

Poland, Szczecin

Language Requirements:

German

Time Type:

Full time

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