Job Description

iBUYPOWER is an exciting and innovative company specializing in high-end custom-built personal computers for all markets, including the gaming industry, retail brick-n-mortar and e-commerce, business to business, educational and government sectors. The Technical Customer Service agent will provide professional PC technical support and customer service. This position is responsible for diagnosing/troubleshooting issues on desktop and laptop computers primarily through written communication (emails, chat, and social media), handling various customer service issues, and assisting call center agents as needed.

GENERAL DUTIES AND RESPONSIBILITES

• Ensure customer satisfaction is of high priority and accomplished by exploring all available means; identify when issues need to be escalated for resolution

• Respond to customer concerns made through general email accounts, live chats, and Discord channels

• Provide telephone queues backup as necessary and assigned

• Respond to customer inquiries regarding our products and related technologies

• Protect and enhance brand through top-level service

• Issue RMA and sales orders for parts; follow up to ensure customer satisfaction

• Input data and notes into customer records

• Troubleshoot and diagnose personal computer issues, primarily through written communications

• Communicate with customers to request and provide information

• Update customer records according to findings and actions

• Repair and/or rebuild defective4 personal computers, as needed

GENERAL QUALIFICATIONS AND REQUIREMENTS

• Excellent verbal and written communication skills

• Proven quality customer service skills

• Troubleshoot, diagnose and repair personal computer issues

• Basic and advanced troubleshooting skills

• Knowledge of current PC hardware and technologies

• Training and/or experience in conflict resolution a plus

• Experience in help desk and customer service call centers

• Experience with CRM and/or various knowledge base software a plus

• Advanced proficiency with current versions of MS windows

• Works well within a team environment, willingness to share knowledge and experience

• Moderate lifting of personal computers up to 50 LBS

• Willingness and ability to work overtime, as needed

• Willingness and ability to work remotely

• PC hardware enthusiast or passion for PC technology a plus