Netgear CHP Level 2 Agent German/English

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.