Job Summary
The Graduate 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 through telephone, email, social media, chat, or web requests.
* Independently identify, troubleshoot, and resolve customer issues; elevate complex problems according to defined procedures.
* Use the CRM system to document and categorize cases accurately, 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 knowledge of all HyperX and competitor hardware/software products.
* Manage logistical issues such as RMAs in accordance with company procedures.
* Back up colleagues where necessary, especially with language coverage.
Education & Experience Recommended
* Bachelors degree or above, recently graduated or within the last year.
Knowledge & Skills
* Fluent in English and French, spoken and written at a business level; an additional European language is a distinct advantage (German/Italian/Spanish/Turkish).
* Strong interest in computer gaming and gaming peripherals such as headsets, mice, keyboards, etc.
* Knowledgeable in the use of various gaming consoles.
* Knowledge of PC architecture and Microsoft OS.
* Minimum of 1 year’s experience in providing customer support.
* Excellent communication and organizational skills with a strong focus on customer satisfaction.
* Excellent time management, able to prioritise workload and multi‑task.
* A team‑player with a positive attitude and initiative to research answers to complex questions.
* Clear thinker, quick learner, and logical problem solver eager to provide the best possible service to customers.
* Technophile who loves 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.
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