Job Description Job Description
POSITION SUMMARY: Under general supervision, the Technical Support Representative provides bilingual (English and Spanish) customer support via phone, email, chat, and social media. This role requires a strong understanding of consumer electronics products, including their applications in gaming PCs, consoles, notebooks, tablets, and mobile devices. The representative will troubleshoot technical issues, recommend solutions, document customer interactions using CRM software, and perform product testing to replicate and resolve reported problems. Additional responsibilities may include contributing to knowledge base articles and assisting with secondary projects as assigned.
ESSENTIAL FUNCTIONS: - Provides proactive and reactive technical support to customers in English and Spanish through various channels, ensuring an exceptional customer experience.
- Troubleshoots and resolves product-related technical issues, escalating complex cases to the appropriate internal teams while maintaining ownership until resolution.
- Documents customer interactions, troubleshooting steps, and resolutions in the internal CRM system, ensuring accuracy and consistency.
- Stays updated on company products, industry trends, and emerging technologies, taking initiative to expand technical expertise through self-learning and training.
- Engages with customers on social media platforms, enthusiast forums, and online communities to address inquiries and provide technical assistance.
- Participates in cross-functional projects and initiatives that enhance customer support operations and improve overall service efficiency.
- Acts as a brand ambassador, upholding Kingston's reputation for high-quality customer support and technical expertise.
GUIDELINES (ABILITIES, KNOWLEDGE, AND SKILLS): - Strong understanding of PC gaming hardware, mobile devices, and software applications.
- Proficient with Windows, macOS, iOS, and Android operating systems.
- Experience using CRM or ticketing systems for documenting support interactions.
- Familiarity with social media platforms (Facebook, Twitter, YouTube, Reddit, etc.) and online community engagement for customer support.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
- Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
- Strong customer service orientation with the ability to handle challenging interactions professionally.
- Self-motivated, proactive, and able to work independently in a fast-paced environment.
- Ability to collaborate effectively with team members and cross-functional departments.
EDUCATION/EXPERIENCE: - High school diploma or equivalent required; associate degree or higher in a related field preferred.
- Minimum of two (2) years of experience in the computer, gaming, or mobile hardware industry.
- At least two (2) years of customer support experience, preferably in a technical support environment.
Company Description
With over 20 years of experience AnDek Staffing has created and maintained relationships by understanding our partners needs and continuously seeking ways to improve our services.
Company Description With over 20 years of experience AnDek Staffing has created and maintained relationships by understanding our partners needs and continuously seeking ways to improve our services.