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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
networking fundamentalstroubleshooting methodologieswired networkingwireless networkingremote diagnostic toolsticketing systemsNETGEAR switchesbusiness routersNAS devicesNETGEAR Insight
Soft Skills
analytical skillscustomer-focusedempatheticsolution-orientedcommunication skillscollaborationdocumentationproblem-solvingtime managementcustomer satisfaction
Tools & Technologies
NETGEAR productsticketing systemsinternal systemsExiumL3 Technical Supportsupport ticketsremote diagnostic toolsnetworking toolscollaboration toolsknowledge sharing platforms
Certifications & Qualifications
CCNACompTIA Network+Bachelor’s degree in Information TechnologyBachelor’s degree in EngineeringBachelor’s degree in a related technical field
Industry Keywords
technical supportnetworking-focused roleprotocolstopologiescustomer supportescalation proceduresprocess improvementsproduct improvementstechnical proficiencysupport experience
About the role
Key responsibilities & impact- Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium.
- Diagnose and resolve moderately complex wired and wireless networking issues.
- Apply structured troubleshooting methodologies, follow established procedures, and escalate complex or unresolved issues to L3 Technical Support Engineers when required.
- Collaborate with L3 engineers to support efficient resolution of escalated cases.
- Communicate clearly with customers of varying technical levels, ensuring a smooth and professional support experience.
- Deliver a customer-focused, empathetic, and solution-oriented experience.
- Manage a queue of support tickets, ensuring timely and accurate resolution.
- Collaborate with peers, senior engineers, and cross-functional teams to resolve issues and share knowledge.
- Document troubleshooting steps, findings, and resolutions clearly in internal systems.
- Strive to exceed targets for customer satisfaction, productivity, and quality.
- Identify recurring issues and contribute to process and product improvements.
- Stay up to date with NETGEAR products, tools, and networking fundamentals.
Requirements
What you’ll need- Solid understanding of wired and wireless networking fundamentals (protocols, topologies, and technologies).
- Strong analytical and troubleshooting skills for both wired and wireless networking issues.
- Familiarity with remote diagnostic tools and ticketing systems.
- Fluency in Korean (required).
- Professional working proficiency in English (spoken and written).
- Bachelor’s degree in Information Technology, Engineering, or a related technical field.
- CCNA, CompTIA Network+, or equivalent certification (or relevant experience).
- Minimum of 2 years of experience in technical support, preferably in a networking-focused role.
Benefits
Comp & perks- Health insurance
- Remote work options
- Professional development opportunities