Technical Support Engineer

The Technical Support Engineer plays a vital role in ensuring customer satisfaction and loyalty by providing exceptional technical support for the HyperX range of gaming peripherals. This position is at the frontline of our customer service efforts, dedicated to resolving technical issues, answering inquiries, and providing guidance on product usage to enhance the overall gaming experience for our customers. Responsibilities Respond to technical issues and product questions in English/French. This may include communication via telephone, email, social media, chat, or web requests. Independently identify, troubleshoot, and resolve customer issues; escalate complex problems according to defined procedures. Use the CRM system to document and categorize cases accurately, researching and gathering the necessary 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 knowledge on all HyperX and competitors' hardware/software products. Manage logistical issues, such as RMAs, in accordance with company procedures. Back up colleagues when necessary, especially for language coverage. Take responsibility for specific projects as assigned. Perform other duties as assigned by the Manager/Team Leader. Education & Experience Recommended Educated to A-Level standard (or equivalent). A degree in a relevant discipline is a distinct advantage. Knowledge & Skills Fluent in English and French, both spoken and written at a business level. An additional European language (German, Italian, Spanish, or Turkish) is a distinct advantage. 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 of previous experience in providing customer support. Excellent communication and organizational skills with a strong focus on customer satisfaction. Strong time management skills, with the ability to prioritize your workload and multi-task. A great team player with a positive attitude and the initiative to research answers to complex questions. A clear thinker, quick learner, and logical problem solver dedicated to providing the best possible service to customers. A technophile who loves to stay immersed in the gaming scene and enjoys social media discussions about products and technology.