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Job Summary
The Technical Support Engineer plays a vital role in ensuring customer satisfaction and loyalty by providing exceptional technical support for the HyperX range of gaming peripherals. This position is at the frontline of our customer service efforts, dedicated to resolving technical issues, answering inquiries, and providing guidance on product usage to enhance the overall gaming experience for our customers.

Responsibilities.

• Respond to technical issues and product questions in English/French. This may be through a telephone conversation, email, social media, Chat, or a web request.

• Independently identify, troubleshoot, and resolve customer issues; escalate complex problems according to defined procedures.

• Use the CRM system to document and categorize cases accurately by researching and gathering appropriate information to resolve issues in a professional, courteous, and timely manner.

• Regularly review and update regional email templates to ensure accurate correspondence with customers.

• Maintain and update your knowledge on all HyperX and competitor’s hardware/software products.

• In accordance with company procedures, you may need to manage logistical issues such as RMAs.

• Back up colleagues where necessary especially with language cover.

• Take responsibility for specific projects.

• Perform other duties as assigned by the Manager/Team Leader.

Education & Experience Recommended
Educated to A Level standard (or equivalent).

A degree in a relevant discipline will be a distinct advantage.

Knowledge & Skills

• Fluent in English and French, spoken and written to business level is essential. An additional European language would be a distinct advantage (German/Italian/Spanish/Turkish).

• A keen interest in computer gaming and gaming peripherals (headsets, mice, keyboards, etc.

• Knowledgeable in the use of various gaming consoles.

• Knowledge of PC Architecture and Microsoft OS.

• A minimum of 1 year’s previous experience in providing customer support.

• Excellent communication and organizational skills with strong focus on Customer satisfaction.

• Excellent time management, ability to prioritise your own workload and multi-task.

• A great team player with a positive working attitude and the initiative to research answers to complex questions.

• A clear thinker, quick learner, and logical problem solver keen to provide the best possible service to customers.

• A technophile who loves to be immersed into the gaming scene and enjoys social media discussions about products and technology.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.