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.
Numbers & Facts
Location
Diamond Bar, CA
Skills
Budgetingunmatched
CPU (Central Processing Unit)unmatched
Consultative Salesunmatched
Continuous Improvementunmatched
Customer Relationsunmatched
Customer Service Evaluationunmatched
Customer Support/Serviceunmatched
Documentationunmatched
GPU (Graphics Processing Unit)unmatched
Hardware Debuggingunmatched
Identify Issuesunmatched
Memory Hardwareunmatched
Motherboardsunmatched
Online Chatunmatched
Operating Systemsunmatched
Post-Salesunmatched
Pre-Salesunmatched
Problem Solving Skillsunmatched
Revenue Growthunmatched
Salesunmatched
Standard Operating Procedures (SOP)unmatched
Technical Supportunmatched
Testingunmatched
Website Conversionunmatched
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