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iBUYPOWER Linkedin · Posted 11d ago

Technical Customer Service Agent

City of Industry, California, United States

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Indexed description

Department: Tech Support

Location: City of Industry, CA

Compensation: $25.00 - $28.00 / hour

Description

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.

Key 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

Required Qualifications

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

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
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