Customer Service - Technical Support Engineer

Overclockers UK is famous throughout the enthusiast PC community for its expertise in performance hardware, overclocking and modding. Through our innovative approach, we are a leading online provider of gaming PCs, components and peripherals. Overclockers UK is part of the Pro Gamers Group, an international e-commerce company with more than 700 employees at 12 locations worldwide.

We are seeking a talented and customer-focused individual to join our Customer Service and Support team as a Technical Support Engineer. In this role, you will play a crucial part in ensuring our customers receive top-tier support for their gaming systems and hardware.

Job Requirements:

• Strong knowledge of current PC gaming hardware and trends.

• Comfortable with providing customer service and technical support through tickets, Live chat, email, and phone.

• Proficient in troubleshooting Windows-based computers remotely.

• Understanding of common issues that can affect a customer's gaming system.

• Weekend availability for remote work.

• Excellent communication skills and a customer-centric approach.

• On-site working, Monday to Friday 08.30 - 17.30 at Overclockers HQ in Stoke on Trent. Requirement to provide weekend cover as part of a rota but typically, once every three weeks which can be worked flexibly at home. Total weekly hours = 40.

Responsibilities:

• Utilise a strong working knowledge of current PC gaming hardware to assist customers with technical enquiries and issues.

• Provide exceptional customer service and support through various channels, including tickets, email, and phone.

• Provide software support and have an understanding of what issues can be caused by an operating system, games or a combination of components.

• Troubleshoot Windows computers remotely, diagnosing and resolving issues while understanding the root causes of customer system problems.

• Flexibility to work both at Overclockers HQ Monday to Friday and from home during weekend shifts. Weekend work is very flexible, but required typically once every three weeks with a day in lieu provided during the week.

• Collaborate with our established Returns department team to handle day-to-day tasks, including receiving returns, testing hardware, and providing live customer support for hardware and systems.

Preferred Qualifications:

• Prior experience in a technical support role, especially in a gaming hardware environment.

• Familiarity with Gaming and Custom PC builds.

• A passion for gaming and a deep understanding of the gaming community.

• 2 years experience in a customer service role

Why Overclockers?

You will get to work alongside a passionate team of gamers and hardware enthusiasts with access to cutting-edge gaming hardware and products.

If you are a dedicated and knowledgeable individual with a passion for gaming and technical support, we encourage you to apply and become a part of the Overclockers family.

Overclockers UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.