HyperX Technical Care

HyperX Technical Care (French/English)12 months London - hybrid Inside ir35 - Umbrella only Job Summary 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 the required languages. 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. Knowledge and SkillsFluent in ..... full job details .....