Netgear CHP Level 2 Agent German/English

Szczecin, Polonia

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. 


Poland, Szczecin

Language Requirements:


Time Type:

Full time

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