Elgato Tech Support

JOB DESCRIPTION

Title: Technical Support

About the role

The Customer Support team is adding a Technical Support member to this dynamic group. This individual will represent the company as the first-touch ambassadors, using available tools to help customers quickly find answers to their questions and issues. We are looking for a charismatic candidate with exceptional communication skills, is detailed-oriented, and who finds satisfaction in making customers happy. The right candidate will be able to condense complex instructions into customer-friendly language.

The Responsibilities

• Be engaging with all customers with a positive and confident attitude.
• Provide agent-assisted service using phone, chat and/or email methods.
• Use available tools to look up, investigate, and research customer issues.
• Use technical knowledge and probing skills to identify the symptoms and root causes of the customer's situation.
• Appropriately apply education and troubleshooting instructions.
• Accurately document all interactions into appropriate support systems and tools.
• Use good judgment to take actions that meet and exceed customer expectations while adhering to Corsair procedures and policies.
• Be alert to pain points that impact customer satisfaction or agent effectiveness, including internal tools, systems, or process limitations, and be willing to share these with leadership members.

Ideal Candidate Qualities

• Exceptional written and verbal communication skills.
• Fluency in the English language, and bilingual language ability a plus.
• Detail-oriented, and willing to adhere to guidelines and processes.
• Self-starter with excellent time and workload management skills.
• Friendly, slightly quirky, and fun attitude.
• Previous technical or product support experience (2+ years) required.
• Must demonstrate general knowledge of PC and laptop design, and hardware component functions.
• Must demonstrate general knowledge of network connectivity, Windows OS, SW application, and peripheral device installation and troubleshooting.
• Previous experience with custom PC building preferred.
• Previous experience with support processes, systems, and tools is preferred.

Characteristics of Success

• Self-motivated individual who takes ownership
• Positive attitude
• Non-political
• Results-oriented
• Practical
• Hands-on and team-oriented
• Flexible, ability to adjust plan and react as needed
• Desire to win in a highly competitive environment

ABOUT US

CORSAIR (NASDAQ:CRSR), founded in 1994, is a leading global developer and manufacturer of high-performance gaming and streaming gear. With 21 different product lines, CORSAIR offers a complete range of products that help digital athletes perform at their peak and enable streaming creators to produce studio-quality content for their fans. CORSAIR has built a passionate base of loyal customers due to its gamer- and creator-centric design philosophy, commitment to high performance, and professional quality.

The company has received more than 4,000 product awards and has a footprint that reaches customers in more than 75 countries. CORSAIR also includes subsidiary brands Elgato, which provides premium studio equipment and accessories for content creators, SCUF Gaming, which builds custom-designed controllers for competitive gamers, and ORIGIN PC, a builder of custom gaming and workstation desktop PCs and laptops.

BENEFITS:

• Comprehensive medical, dental, and vision benefits
• Bonus
• 401K Plan
• Tuition Assistance
• Employee Discount Purchase Program
• Paid Parental Leave
• Employee Stock Purchase Program
• Generous paid time off and holidays
• Pet Insurance

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.