Newegg Inc.

  • Agent, Product Support (Tech Support)

    Job Location US-CA-Whittier
    Posted Date 2 weeks ago(1/7/2019 1:45 PM)
    Customer Service/Support
  • Purpose Of The Job

    To communicate complex ideas to customers in order to analyze, diagnose, troubleshoot, and resolve issues and problems pertaining to consumer electronics


    • Tech Support Level 1- Analyze, diagnose, troubleshoot and resolve basic technical issues via email, phone, and chat channels of communication.
    • Pre Sales Support- Provide assistance with component compatibility, detailed item specifications and assistance with finding products to fit customer’s needs.
    • Obtain general understanding of OS and application diagnostic tools.
    • RMA Inspections – Contacting customers when returns do not fall within the return guidelines for that product.
    • Back up to Customer Service inbound calls when necessary.
    • Back up to Rosewill/Nutrend Customer Care when necessary.
    • Other duties as assigned

    Minimum Requirements & Special Attributes

    • High School or GED required.
    • One-year certificate from college or technical school or one or more years of related experience and/or training or equivalent combination of education and experience.
    • A+ Certified preferred.
    • Solid understanding of computer hardware function, compatibility and configuration.
    • Experience with installation, configuration of OS, drivers, and applications.
    • Considerable personal hands on experience in computer system building, repairs, and hardware/software upgrades.
    • Ability to work as a team or independently and efficiently to meet deadlines.
    • Possess professional customer service skills and etiquette.
    • Self-motivated, detail-oriented, and organized.
    • Experience with hardware and software issues.
    • Ability to provide Pre-sales support and advice to meet customer’s product needs

    Essential Mental and Physical Functions

    Decisions generally affect own job or specific functional area. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines.

    Physical Functions:
    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 MS Office 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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