HyperX Technical Support Engineer English / French

The Technical Support Engineer is primarily responsible for assisting customers with technical questions or solving problems regarding the HyperX range of gaming peripherals.,

• Respond to technical issues and product questions in English/French. This may be through a telephone conversation, email, Social media, Chat or a web request.


• Independently identify, troubleshoot and resolve customer issues; escalate complex problems according to defined procedures.


• Use the CRM system to document and categorize cases accurately by 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 your knowledge on all HyperX and competitor's hardware/software products.


• In accordance with company procedures, you may need to manage logistical issues such as RMAs.


• Back up colleagues where necessary especially with language cover.


• Take responsibility for specific projects.


• Perform other duties as assigned by the Manager/Team Leader.
  
  Educated to A Level standard (or equivalent). A degree in a relevant discipline will be a distinct advantage.


Knowledge & Skills

• Fluent in English and French, spoken and written to business level. An additional European language would be a distinct advantage (German/Italian/Spanish).


• A keen interest in computer gaming and gaming peripherals (headsets, mice, keyboards, etc.


• Knowledgeable in the use of various gaming consoles.


• Knowledge of PC Architecture and Microsoft OS.


• A minimum of 1 year's previous experience in providing technical support.


• Excellent communication and organizational skills with strong focus on Customer satisfaction.


• Excellent time management, ability to prioritise your own workload and multi-task.


• A great team player with a positive working attitude and the initiative to research answers to complex questions.


• A clear thinker, quick learner, and logical problem solver keen to provide the best possible service to customers.


• A technophile who loves to be immersed into the gaming scene and enjoys social media discussions about products and technology.