This position is based on-site in Parsippany, NJ. Relocation assistance is not available for this role.
MAIN FUNCTION
- Deliver technical support to end users, system builders, resellers, distributors, and business partners for PNY products through phone, email, chat, and support portal communications.
- Diagnose and resolve hardware, software, firmware, driver, and compatibility issues using established troubleshooting procedures and available diagnostic tools.
- Accurately document customer interactions, technical findings, troubleshooting performed, and case resolutions within the designated CRM/ticketing system.
- Process warranty and RMA requests in accordance with company policies and procedures.
- Provide clear technical guidance, product information, installation assistance, and best practices to customers.
- Escalate complex technical issues to Engineering, Quality, Product Management, or other internal departments when appropriate.
- Maintain a high level of customer satisfaction through professional communication, ownership of cases, and timely follow-up.
- Continuously develop technical knowledge of PNY products, industry technologies, and operating systems.
QUALIFICATIONS
- High school diploma or equivalent required; technical school or associate degree in Information Technology, Computer Science, Electronics, or related field preferred.
- Bachelor's degree in a related field is a plus.
- 1-2 years of technical support, help desk, PC repair, or related customer service experience preferred.
- Strong knowledge of PC hardware, Windows operating systems, BIOS/UEFI configuration, drivers, and peripheral devices.
- Familiarity with graphics cards, SSDs, memory modules, flash storage, or other computer hardware preferred.
- Strong troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- Ability to explain technical concepts to users with varying levels of technical expertise.
- Experience using CRM, ticketing, or case management systems preferred.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Bilingual skills are a plus.
Technical Competencies
- Microsoft Windows operating systems
- PC hardware assembly and troubleshooting
- BIOS/UEFI configuration
- Graphics drivers and software installation
- SSD, flash memory, and storage technologies
- Basic networking concepts
- Diagnostic utilities and troubleshooting tools
- Microsoft Office applications
- CRM/ticket management software
WORKING CONDITIONS:
The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job.
KEY RELATIONSHIPS:
- Individual and corporate external and internal customers
- PNY staff
DUTIES AND RESPONSIBILITIES
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide technical support for PNY products through phone, email, web portal, and other approved communication channels.
- Troubleshoot hardware, software, firmware, driver, compatibility, installation, and configuration issues.
- Analyze customer-reported problems and determine appropriate corrective actions using available documentation, diagnostic tools, and testing procedures.
- Accurately document customer interactions, troubleshooting performed, and final resolutions in the company ticketing system.
- Process warranty claims and RMA requests according to established company policies and procedures.
- Verify warranty eligibility, proof of purchase, product information, and serial numbers as required.
- Educate customers on product features, installation procedures, compatibility requirements, and warranty policies.
- Maintain current knowledge of new PNY products, technologies, firmware, drivers, and software releases.
- Collaborate with Engineering, Quality Assurance, Product Management, Sales, and other departments to resolve complex technical issues.
- Escalate unresolved or high-priority issues following established escalation procedures.
- Meet departmental productivity, quality, responsiveness, and customer satisfaction goals.
- Contribute to the development and maintenance of technical documentation, knowledge base articles, and troubleshooting resources.
- Participate in product testing, issue reproduction, and validation when requested.
- Follow all company policies, quality standards, and established support procedures.
- Perform other duties as assigned.
COMPENSATION:
The base salary range for this position is $50,000.00 to $55,000.00; the exact salary depends on several factors such as experience, skills, education, and budget.
BENEFITS OVERVIEW:
We offer a competitive benefits package that includes medical, dental, vision, basic life and AD&D coverage, short- and long-term disability, a 401(k) retirement plan, annual discretionary salary increases and bonuses. Employees receive paid company holidays, paid time off, and access to company-paid training. Optional benefits include tuition reimbursement, a 529 college savings plan, pet insurance, legal and ID theft coverage, and other voluntary insurance plans.