Job Description

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.

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