Technical Support Agent to Zyxel

For over 20 years, Zyxel has been one of the world's leading suppliers of network products. The company connects more than 400,000 SME's and up to 70 million end users around the world. With the ability to adapt and innovate network technology, the company is at the forefront of understanding connection for telecom / service providers, companies and home users. In 2014, Zyxel reached the 100 million mark for product shipments worldwide. They are now looking for an inside salesman for their head office in Stockholm.

About the role
The Technical Support Agent will be responsible for taking and logging technical support calls for a variety of networking and security products. They will use various support materials to gather information in conjunction with our customers to investigate and isolate problems, escalating problems beyond their technical capabilities to the Technical Support Manager where appropriate. They will need to work closely with the other colleagues and teams across Zyxel where appropriate. Contribute in all kind of initiatives running within Zyxel Support Campus to make it more valuable & drive the change.

Key Accountabilities
- Provide 1st and 2nd line technical support to users from within Europe, answering support queries via all channels call, email, forum, social media etc
- Maintain a log of any problems detected and cause of errors
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues.
- Help in the creation and updating of documentation for each product
- Test new codes and features on both existing and new hardware
- Escalate problems to management and Headquarter support organization when necessary
- To replicate problems with test equipment
- Escalate issues on weekly basis to management

Experience
- Excellent networking experience, TCP/IP knowledge including practical experience with wireless ADSL, LAN and WAN products
- Knowledge of switching (VLAN, 802.1p, 802.1q, 802.1w, QoS)
- Knowledge of security (Firewalls, VPN)
- Understanding of multiple desktop operation systems including Windows, Mac and Linux
- MS Office 365 applications
- Excellent general computer literacy

We believe you
- Have great customer service and communication skills
- Are fluent in English and one additional language such as Danish, Finish, Swedish (reading, writing, spoken)
- Are a Team player with self-motivation and drive
- Have strong presentation skills
- Are a problem solver with a desire to see through to resolution
- Have a driving license

Interviews take place on an ongoing basis. For more info please contact Alexandra Rickle + 46 70953 0400 rickle@nordicretailgroup.com