Technical Customer Service Agent
iBUYPOWER
Job Description
Job Description
Description
iBUYPOWER is seeking a PC technician with customer service skills/experience to join our Technical Support Department as a Technical Customer Service Agent. This position is responsible for diagnosing/troubleshooting issues on desktop and laptop computers, as well as resolving basic customer service issues through verbal and written communications (voice, emails, chats, SMS, social media, discussion/review site posts.). The ideal candidate should possess advanced troubleshooting skills, knowledge of current PC hardware/software, and a passion for technology and helping others.
Key Responsibilities- Ensure customer satisfaction is of the highest priority and accomplished by exploring all available means; identify when issues need to be escalated for resolution
- Troubleshoot and diagnose personal computer issues
- Respond to customer concerns made through general email tickets, live chats, telephones
- Repair and/or rebuild defective personal computers, as needed
- Protect and enhance brand through top-level service
- Issue RMA and sales orders for parts; follow up to ensure customer satisfaction
- Perform basic customer service functions
- Input data and notes into customer records
- Communicate with customers to request and provide information
- Update customer records according to findings and actions
- French and/or Spanish language proficiency is a strong plus
- Excellent verbal and written communication skills.
- Proven quality customer service skills.
- Experience in desktop and laptop computer repair in a professional capacity
- Basic and advanced troubleshooting skills.
- Knowledge of current PC hardware and technologies.
- Ability to assemble computers from the component level
- Training and experience in conflict resolution are a plus.
- Experience in help desk and customer service call centers.
- Experience with CRM and various knowledge base software is a plus.
- Advanced proficiency with current versions of MS Windows. Unix/Linux knowledge and proficiency a plus.
- 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 or remotely, as needed.
- Training and/or experience in conflict resolution a plus
- PC hardware enthusiast or passion for PC technology a plus.
- Medical, Dental, Vision Insurance
- PCP & Specialist Office Visit Reimbursements
- Basic Life Insurance
- PTO & Sick Leave Days
- Paid Holidays
- Day Off to Celebrate Your Birthday
- 401K & Employer Match
Vacancy posted 8 days ago
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