Technical Customer Service Agent

Department: Tech Support • Location: City of Industry, CA

About the role

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.

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

Requirements

• 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
• 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

Qualifications

• French and/or Spanish language proficiency is a strong plus
• 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
• Training and/or experience in conflict resolution a plus
• PC hardware enthusiast or passion for PC technology a plus

Pay

$25.00 - $28.00 / hour

Benefits

• 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