Netgear CHP Level 2 Agent in Cork, Ireland

Concentrix UK & Ireland

Job Description

Position: Netgear CHP Level 2 Agent

Department: Netgear Cork

Objectives:

Take ownership and provide resolution to escalated cases.
Provide coaching and guidance to L1 support staff. Support Team Managers.

Responsibilities:

  • Take and handle cases escalated from L1 agents, dealing with and solving those that we can and escalating to L3 agents those that we cannot resolve.
  • Provide coaching feedback and quality assurance for agents cases/calls.
  • Maintain the highest level of technical product knowledge and expertise in the specified products and become knowledgeable in new versions and products as assigned.
  • Team Lead/Managers backup.
  • Provide guidance, offer suggestions and resolve difficult technical issues for both customers and agents.
  • Investigate case issues and, if necessary, provide coaching in a constructive manner.
  • Prepare supplementary materials as needed on various technical issues.
  • Be involved in New Starters training in liaison with our dedicated trainer.
  • Answer technical questions from agents.
  • Identify emerging technical issues and work directly with Level 3 support.
  • Update the team with technical updates and new features.
  • Work with Team Leads and Managers to improve overall team performance.

Skills & Qualifications:

  • 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 English. Another languagae is a distinct advantage
  • Have a desire to improve and develop yourself in a fast-paced Technical environment.


The purpose of this job description is to provide a concise statement of the major responsibilities of this position in a standardised format. It is not intended to describe all elements of the work that may be performed and should not serve as the sole criteria for personnel decisions and actions.

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