Technical Support Specialist

• 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. 

Required 

• Experience in a customer-facing technical support, PC retail, or computer building/repair environment. 

• Working knowledge of PC hardware components (GPUs, CPUs, motherboards, memory, storage, power supplies) and common Windows OS troubleshooting. 

• Strong verbal and written communication skills suited to phone- and chat-based customer interactions. 

• CompTIA A+ certification, or ability to obtain it within 90 days of hire. 

• Ability to work a schedule that may include evenings, weekends, and holidays based on business needs. 

Preferred 

• Experience with consultative or advisory sales — e.g., helping customers choose compatible parts or plan a build. 

• Hands-on PC building or assembly experience. 

• Comfortable acting as a go-to technical resource for frontline agents and peers. 

• Familiarity with vendor certification programs for PC hardware or components.