The Technical Support Engineer is primarily responsible for assisting customers with technical questions or solving problems regarding the HyperX range of gaming peripherals.
Responsibilities
- Respond to technical issues and product questions in English/French. This may be through a telephone conversation, email, Social media, Chat or a web request.
- Independently identify, troubleshoot and resolve customer issues; escalate complex problems according to defined procedures.
- Use the CRM system to document and categorize cases accurately by researching and gathering appropriate information to resolve issues in a professional, courteous, and timely manner.
- Regularly review and update regional email templates to ensure accurate correspondence with customers.
- Maintain and update your knowledge on all HyperX and competitor’s hardware/software products.
- In accordance with company procedures, you may need to manage logistical issues such as RMAs.
- Back up colleagues where necessary especially with language cover.
- Take responsibility for specific projects.
- Perform other duties as assigned by the Manager/Team Leader.
About you
- Educated to A Level standard (or equivalent). A degree in a relevant discipline will be a distinct advantage.
Knowledge & Skills
- Fluent in English and French, spoken and written to business level. An additional European language would be a distinct advantage (Italian/Spanish/Polish).
- A keen interest in computer gaming and gaming peripherals (headsets, mice, keyboards, etc...).
- Knowledgeable in the use of various gaming consoles.
- Knowledge of PC Architecture and Microsoft OS.
- A minimum of 1 year’s previous experience in providing technical support.
- Excellent communication and organizational skills with strong focus on Customer satisfaction.
- Excellent time management, ability to prioritise your own workload and multi-task.
- A great team player with a positive working attitude and the initiative to research answers to complex questions.
- A clear thinker, quick learner, and logical problem solver keen to provide the best possible service to customers.
- A technophile who loves to be immersed into the gaming scene and enjoys social media discussions about products and technology.
