Technical Support Representative

Posted 21 February by IntelliConsult Limited

Job Summary

Our client is an a global industry leader in computer peripherals and hardware company they are building a UK based European centre of excellence to help and support their customer. You will:

  • Ensure the customer experience is at world class level.
  • Provide solutions to end users with technical inquiries.
  • Assume an advocacy role within online communities.
  • Improve customer satisfaction scores.

Responsibilities and Duties

  • Provide end-user technical support via phone, email, chat, forums, social media, and customer support tools.
  • On occasions will provide technical assistance worldwide.
  • Will be responsible to provide best customer experience of Phones, Tickets and Chat.
  • Daily volume to consist, Phone Calls - 15 to 20 (Inbound), Tickets - 50 to 60
  • Validate Return Merchandise Authorizations (RMAs) and assist with processing.
  • Assist in verifying system compatibility challenges (i.e. motherboard or memory) with resellers, distributors and system integrators.
  • Actively monitor and administrate forum activity.
  • Proactively communicate trend issues to R&D, Engineering and Product Marketing.
  • Should have an understanding of Customer Satisfaction Metrics most importantly CSAT, NPS and CES.
  • Maintain professional internal and external relationships that meet Corsair's core values.
  • Establish and maintain effective working team relationships with all departments.
  • Possess customer-centric skills and communicate effectively with customers.

Qualifications and Skills

  • In addition to English, should have proficiency in German and/or French language.
  • Minimum technical college degree in Computer Science or Engineering.
  • Minimum 3 years of recent experience in a hardware technical support role (i.e. system assembly and testing).
  • Good knowledge of computer hardware and peripherals.
  • Enthusiasm for PC gaming an advantage.
  • Proficiency in MS Office (Word, Excel and PowerPoint).
  • Exhibit strong organizational, analytical, and critical thinking skills.
  • Ability to multi-task and close inquires fast and efficiently.
  • Proven ability to research and resolve problems.
  • Possess the ability to work independently and as a team.
  • Self-disciplined.
  • Experience with Salesforce/Oracle a plus.
  • Attention to detail and strong editing skills
  • Creative thinking, problem solving, and the ability to work autonomously
  • Demonstrated communication (written and verbal) and interpersonal skills

Required experience:

  • knowledge in computer hardware and peripherals.: 1 year

Required language:

  • German

Required skills

  • Computer Hardware
  • Peripherals

Reference: 34529746

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