Newegg Inc.

Customer Care Agent (Rosewill, Technical Support)

3 months ago
Customer Service/Support

Purpose Of The Job


Rosewill Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing unit troubleshooting and diagnosis while guiding users through step-by-step instructions.


  • Help customer set up and configure Rosewill products, uninstall/reinstall basic driver  applications, verify proper hardware and software set up, power cycling equipment, assist with navigating around application menus and troubleshooting issues
  • Guide customers through network configuration for wired and wireless products. Research required information using available resources and provide end-user support via email and phone contacts.
  • Follow up and make scheduled call backs with customers where necessary. Answer technical support Emails in a timely manner.
  • Help with customer service questions on orders and returns. Create and edit sales orders and RMA’s (Return Merchandise Authorization)
  • Perform customer service related work as required and authorize manufacturer product returns when necessary.
  •  Dispatch and other duties as assigned

Minimum Requirements & Special Attributes



  • High School or GED required
  • A+ Certification preferred
  • Network+ Certification preferred
  • Minimum 2 years related experience
  • Ability to demonstrate knowledge of relevant software, computer applications and equipment.
  • Previous experience guiding customers through network configuration for wired and wireless products.
  • Ability to clearly communicate technical solutions in a user-friendly, professional manner


Disclaimer: This job description is intended to provide general information about the position. It is not an employment contract. As with all positions, the responsibilities and duties of this position may change. The company, in its discretion, may alter this job description at any time with or without notice.


  • Knowledge of relevant software computer applications and equipment.
  • Previous experience answering technical support emails in a timely manner.
  • Demonstrated proficiency in typing and grammar.
  • Must be a self-starter.
  • Ability to learn quickly and finish projects.
  • A good working knowledge of Routers switches and wireless devices.
  • Good writing, grammar and verbal communication skills to assist with troubleshooting and component configuration.
  • Must be willing and able to stay abreast of new technologies. 
  • Ability to read and interpret documents such as operating and maintenance instructions and technical papers related to equipment and/or troubleshooting processes


Essential Mental and Physical Functions

Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines

Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting required. Constant working on a computer.

Equipment Used

Standard office and computer equipment including MSOffice software

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards

Supervisory Responsibilities


Language Skills

Must be able to speak, read, write and comprehend English

Travel Requirements

Travel is not required.


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