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Technical Support Specialist

Newegg Commerce Inc

  • Diamond Bar, CA
  • 20 days ago

    Highlights

    Actively drive the sale - turn pre-sales conversations into completed purchases by guiding customers to the right build and recommending compatible add-ons, improving conversion, attach rate, and average order value. Serve as a technical resource for frontline Customer Service agents - answering product and troubleshooting questions and taking warm transfers or escalations on PC and hardware issues so customers reach the right expertise quickly.

    Numbers & Facts

    LocationDiamond Bar, CA

    Description

    • Serve as the primary technical point of contact for customers over live phone and chat, before and after the sale, including scheduled callbacks.
    • Provide consultative pre-sales guidance - helping customers choose compatible components (GPUs, CPUs, motherboards, memory, storage, power supplies) and complete builds that fit their needs and budget.
    • Actively drive the sale - turn pre-sales conversations into completed purchases by guiding customers to the right build and recommending compatible add-ons, improving conversion, attach rate, and average order value.
    • Deliver a warm, professional, customer-first experience on every contact - using active listening, empathy, and plain-language communication to reduce customer effort and build trust.
    • Troubleshoot and resolve post-sales hardware and OS issues, diagnose defective products, and route complex or unresolved cases to the Lead tier with clear documentation.
    • Maintain current product and component knowledge across each new hardware launch and vendor release cycle.
    • Serve as a technical resource for frontline Customer Service agents - answering product and troubleshooting questions and taking warm transfers or escalations on PC and hardware issues so customers reach the right expertise quickly.
    • Support the onsite-troubleshooting pilot as needed, applying phone/chat diagnostic skills in an in-person context as this capability is tested.
    • Log customer interactions, resolutions, and recurring issues accurately to support quality tracking and continuous improvement.
    • Own each customer's issue end to end - set clear expectations, follow up, and make sure the customer never has to chase a resolution.
    • Meet customer service quality and satisfaction (CSAT) targets and follow CS service levels, policies, and SOPs.

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