Your new company
They are a technology company that believes in making the world better, not just making a profit. Their work in climate action, human rights, and digital equity shows their commitment. With over 80 years of impactful actions, they envision a future where innovation benefits humanity, with their technology including personal systems, printers, and 3D printing solutions.
Your new role
The Technical Support Engineer is crucial for maintaining customer satisfaction by providing reliable support for HyperX gaming peripherals. This role involves resolving technical issues, answering customer inquiries, and offering guidance on product usage to improve the overall gaming experience.
What you'll need to succeed
Responsibilities;
- Respond to technical issues and product questions in English and another European language via phone, email, social media, chat, or web.
- Identify, troubleshoot, and resolve customer issues; escalate complex problems as needed.
- Document and categorise cases in the CRM system accurately and timely.
- Review and update regional email templates regularly.
- Maintain and update knowledge on HyperX and competitor products.
- Manage logistical issues (e.g., RMAs) per company procedures.
- Provide language cover and back up colleagues as needed.
- Handle specific projects and other duties assigned by the Manager/Team Leader.
Knowledge & Skills:
- Fluent in English and French (business level). Additional European languages (German/Italian/Spanish/Turkish) are a plus.
- Keen interest in computer gaming and peripherals (headsets, mice, keyboards).
- Proficient with various gaming consoles.
- Knowledge of PC Architecture and Microsoft OS.
- Minimum 1 year of customer support experience.
- Excellent communication, organisational skills, and customer satisfaction focus.
- Strong time management, prioritisation, and multitasking abilities.
- Team player with a positive attitude and initiative to research complex questions.
Education & Experience:
- Educated to A Level standard (or equivalent).
- A degree in a relevant discipline will be a distinct advantage.