Technical Support Representative

About the role

The Elgato Customer Support team is adding a Technical Support member to this dynamic group.  This individual will represent the company as the first-touch ambassador, 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 using appropriate support systems and tools.
• Use good judgment to take actions that meet and exceed customer expectations while adhering to Elgato's 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.
• Previous experience with OBS and Streaming is preferred.
• Previous experience with macOS 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