Technical Support Specialist

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. About the role: 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.

Job Description

• 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.

Job 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.

• 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.

Mental Functions: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines.

Physical Functions: Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting required. Constant keyboarding and telephone usage.

Supervisor Responsibilities

No

Language Skills

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

Work Environment

Standard office working environment

Travel Requirements

N/A