We are seeking a technically skilled and customer-focused Technical Support & Product Advisor to support our customers post-purchase with expert product guidance and troubleshooting. Your primary goal will be to resolve technical issues, reduce product returns, and enhance customer satisfaction through hands-on product knowledge and clear, effective communication. You will work with a wide range of consumer electronics, PC components, and peripherals helping customers get their products working correctly—and ensuring returns only happen when absolutely necessary.
Responsibilities
* Act as the first point of contact for technical support queries after purchase (via phone, email, live chat, or ticketing system).
* Diagnose and troubleshoot issues related to a wide range of devices, including PC components (GPUs, motherboards, CPUs, RAM, PSUs), consumer electronics (monitors, networking equipment, printers, smart home devices), and peripherals (keyboards, mice, webcams, headsets).
* Guide customers through installations, setup, and configuration.
* Help customers identify compatibility issues and recommend workable solutions.
* Educate customers on product features, firmware updates, drivers, and best practices.
* Identify and resolve user errors to avoid unnecessary returns or RMAs.
* Log support cases, resolutions, and follow-up actions in the CRM or ticketing system.
* Work closely with the returns and logistics teams to prevent avoidable returns and support the RMA process when needed.
* Flag recurring issues or faulty products to the product and purchasing teams.
* Contribute to internal and customer-facing documentation such as troubleshooting guides and setup tutorials.
#J-18808-Ljbffr