PC Hardware Support & Troubleshooting Specialist

iBuyPower; California; Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

PTO & Sick Leave

Holidays

Birthday Off

401K Match

Job summary

iBUYPOWER, based in City of Industry, CA, is seeking a Technical Customer Service Agent to diagnose and troubleshoot desktop and laptop PCs while delivering exceptional customer service through voice, email, chats, and social channels.

Ideal candidates have advanced PC troubleshooting skills, strong knowledge of PC hardware/software, and a passion for technology and helping customers. Training and teamwork are emphasized, with potential O/T or remote options as needed.

Qualifications

• Excellent verbal and written communication skills.
• Proven quality customer service.
• Experience in desktop and laptop repair.
• Advanced PC troubleshooting skills.
• Knowledge of current PC hardware.
• Ability to assemble computers from components.
• Experience with CRM and knowledge base software.
• Windows OS proficiency; Unix/Linux knowledge is a plus.
• Team-oriented with willingness to share knowledge.

Responsibilities

• Troubleshoot and diagnose PC issues.
• Respond to customer concerns via email, chat, or phone.
• Repair/rebuild desktops and laptops as needed.
• Input data into customer records and update notes.
• Issue RMAs and sales orders for parts; follow up.
• Maintain high customer satisfaction and escalate when needed.
• Protect and enhance brand through top-level service.
• Update customer records according to findings and actions.

Skills

Verbal communication

Written communication

Desktop repair

PC hardware knowledge

Troubleshooting

CRM software

Knowledge base software

French/Spanish (plus)

Windows proficiency

Team collaboration

Tools

CRM software

Knowledge base software

Job description

Technical Customer Service Agent

Department: Technical Customer Service

Employment Type: Full Time

Location: City of Industry, CA

Compensation: $24.00 - $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