NETGEAR is a global networking company that delivers innovative products to consumers, businesses and Internet service providers.

For more information on NETGEAR, visit <web address removed>

German Community and Level 2 Technical Support Professional.

Concentrix provides a dynamic and challenging work environment supporting the NETGEAR product line via multiple communication methods (with a big focus on community forums and social media) all in a professional and timely manner. Customers using NETGEAR products would range from home users to small businesses. Initial hands on training is provided at the commencement of employment, however prior knowledge of networking protocols and experience with B2C social media is beneficial.

Duties & Responsibilities

• Monitor, respond and interact with the German Community online in a timely and professional manner, assuring the Community guidelines are respected.
• Monitor, respond and interact with NETGEAR customers submitting Amazon questions and reviews to increase brand awareness and customer satisfactions.
• Monitor, respond and interact through other Social Media Channels.
  • Identify top contributors on community and implement engagement options to encourage continued contributions.
• Serve as front line (online channels) and escalation support for Netgear to both end customers and internal support teams.
• Contribute to localise knowledge base articles and general content.
• Provide solutions by identifying problems, researching answers, and guiding customers through corrective action.
• Keep abreast of issues raised via customer contact and community.
• Accurately capture the details of each contact in CRM. Document and escalate new/unresolved issues.
• Replicate customer reported issues in the lab to validate reported issue or unexpected behaviour and functionality, when possible.
• Become a product expert; constantly testing product functionality from various clients.
• Escalate trending topics to higher tier support or engineering and/or product managers
• Provide updates recommendations on top issues seen by customers.

Skills & Qualifications

• Fluent English and German, both Oral and Written.
  • Previous Customer Service/Support experience.
• Prior experience supporting customers via social media/forum channels.
  • Comprehensive understanding of PC hardware/software as well as the Windows operating system.
  • Excellent written communication skills with the ability to support both highly technical and novice customers.
  • Proven time management skills and ability to work independently.
• Good analytical qualities with ability to identify systemic issues.
• Fantastic team spirit and mentality with a focus on customer satisfaction.