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
Numbers & Facts
Location
City of Industry, California
Salary
$24–$28 Per Hour
Skills
Call Centersunmatched
Communication Skillsunmatched
Conflict Resolutionunmatched
Customer Relationship Management (CRM)unmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Data Entryunmatched
Dental Insuranceunmatched
Desktop Administrationunmatched
Desktop PCunmatched
French Languageunmatched
Hardware Repairunmatched
Help Deskunmatched
Identify Issuesunmatched
Knowledge Baseunmatched
Laptop PCunmatched
Linux Operating Systemunmatched
Microsoft Windows Operating Systemunmatched
PC (Personal Computer) Systemsunmatched
PC Hardwareunmatched
PC Softwareunmatched
Parts Salesunmatched
Presentation/Verbal Skillsunmatched
Resolve Customer Issuesunmatched
Short Messaging Service (SMS)unmatched
Social Mediaunmatched
Spanish Languageunmatched
Speech Technologyunmatched
Technical Supportunmatched
Unix Operating Systemsunmatched
Vision Planunmatched
Writing Skillsunmatched
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