Technical Support Specialist

About the role

The CS Technical Support Specialist is the front line of Newegg's technical customer experience — a live phone- and chat-based role that guides customers through pre-sales build decisions and resolves post-sales hardware and OS issues. This person combines consultative product expertise with hands-on troubleshooting, helping customers buy the right components the first time and get back up and running quickly when something goes wrong. Above all, this is a customer service role: every interaction is a chance to deliver a helpful, low-effort, on-brand experience that earns customer trust and drives satisfaction.

Responsibilities

• Serve as the primary technical point of contact for customers over live phone and chat, before and after the sale, including scheduled callbacks.
• Provide consultative pre-sales guidance — helping customers choose compatible components (GPUs, CPUs, motherboards, memory, storage, power supplies) and complete builds that fit their needs and budget.
• Actively drive the sale — turn pre-sales conversations into completed purchases by guiding customers to the right build and recommending compatible add-ons, improving conversion, attach rate, and average order value.
• Deliver a warm, professional, customer-first experience on every contact — using active listening, empathy, and plain-language communication to reduce customer effort and build trust.
• Troubleshoot and resolve post-sales hardware and OS issues, diagnose defective products, and route complex or unresolved cases to the Lead tier with clear documentation.
• Maintain current product and component knowledge across each new hardware launch and vendor release cycle.
• Serve as a technical resource for frontline Customer Service agents — answering product and troubleshooting questions and taking warm transfers or escalations on PC and hardware issues so customers reach the right expertise quickly.
• Support the onsite-troubleshooting pilot as needed, applying phone/chat diagnostic skills in an in-person context as this capability is tested.
• Log customer interactions, resolutions, and recurring issues accurately to support quality tracking and continuous improvement.
• Own each customer's issue end to end — set clear expectations, follow up, and make sure the customer never has to chase a resolution.
• Meet customer service quality and satisfaction (CSAT) targets and follow CS service levels, policies, and SOPs.

Requirements

• Experience in a customer-facing technical support, PC retail, or computer building/repair environment.
• Working knowledge of PC hardware components (GPUs, CPUs, motherboards, memory, storage, power supplies) and common Windows OS troubleshooting.
• Strong verbal and written communication skills suited to phone- and chat-based customer interactions.
• CompTIA A+ certification, or ability to obtain it within 90 days of hire.
• Ability to work a schedule that may include evenings, weekends, and holidays based on business needs.

Preferred Qualifications

• Experience with consultative or advisory sales — e.g., helping customers choose compatible parts or plan a build.
• Hands-on PC building or assembly experience.
• Comfortable acting as a go-to technical resource for frontline agents and peers.
• Familiarity with vendor certification programs for PC hardware or components.

Work Environment

• Standard office working environment.
• Sitting required 90% of the time; walking and standing required 5% of the time respectively.
• No heavy lifting required; constant keyboarding and telephone usage.

Must be able to speak, read, write, and comprehend English.