Job Summary
Are you interested in troubleshooting computer issues and providing excellent care to our customers/clients? As a Tech Support Analyst at PCOnline, you will join our growing team responsible for providing customer support, examining computer systems, supporting customer returns, and research, learning, and communication. The base salary is $3800-4500/month with a monthly bonus ranging from 0~10%.
Essential Duties and Responsibilities
Include but are not limited to:
Provide Customer Support
Analyze and troubleshoot computer issues for customers and internal teams
Compose and present the appropriate action plans to address the complaints via calls and emails
Investigate sophisticated issues with strong ability to stay persistent and positive and engage in teamwork
Present challenging cases to the leadership team for decision-making and timely resolution if applicable
Examining Computer Systems
Disassemble new computer products and performing diagnostic assessments
Conduct feasibility test of new upgrades and evaluate their performance
Perform hardware compatibility check
Make operation system installation media for new products
Supporting Customer Returns
Examine all returned products and detect and resolve any issues
Analyze and report common cases that cause customers to return
Contact manufacturers for warranty and returns
Research, Learning and Communication
Proactively learn about updates and common issues for computers to expand Common Technical Issue and Solutions manual
Follow up on special cases that require analysis and classification to determine the appropriate solutions for customers
Actively research and diligently follow company training and policies and procedures while keep knowledge up to date
Interface with cross-functional teams to propose effective solutions
Analyze and troubleshoot computer issues for customers and internal teams
Compose and present the appropriate action plans to address the complaints via calls and emails
Investigate sophisticated issues with strong ability to stay persistent and positive and engage in teamwork
Present challenging cases to the leadership team for decision-making and timely resolution if applicable
Disassemble new computer products and performing diagnostic assessments
Conduct feasibility test of new upgrades and evaluate their performance
Perform hardware compatibility check
Make operation system installation media for new products
Examine all returned products and detect and resolve any issues
Analyze and report common cases that cause customers to return
Contact manufacturers for warranty and returns
Proactively learn about updates and common issues for computers to expand Common Technical Issue and Solutions manual
Follow up on special cases that require analysis and classification to determine the appropriate solutions for customers
Actively research and diligently follow company training and policies and procedures while keep knowledge up to date
Interface with cross-functional teams to propose effective solutions
Qualifications and Requirements
Bachelor’s degree is required, and majors in Computer Science, Electrical Engineering, Management of Information Systems are highly preferred.
Experience with analyzing computer issues and providing technical support is preferred.
Abilities of patience, persistence, curiosity, learning, multitasking, communication, and critical thinking are preferred.
Experience with tools, including HWMonitor, 3DMark, UserBenchmark, Cinebench, Geekbench, MSI Afterburner is preferred.
We offer comprehensive medical insurance options (including vision and dental plans), paid time offs, paid holidays, and relocation bonus for new hires who need to move from other states.
We are open to provide support for the selected talent to pursue various certifications.
There is a three-month probationary period.
We are open to accepting candidates with OPT/CPT. We are open to considering H-1B sponsorship.
Bachelor’s degree is required, and majors in Computer Science, Electrical Engineering, Management of Information Systems are highly preferred.
Experience with analyzing computer issues and providing technical support is preferred.
Abilities of patience, persistence, curiosity, learning, multitasking, communication, and critical thinking are preferred.
Experience with tools, including HWMonitor, 3DMark, UserBenchmark, Cinebench, Geekbench, MSI Afterburner is preferred.
We offer comprehensive medical insurance options (including vision and dental plans), paid time offs, paid holidays, and relocation bonus for new hires who need to move from other states.
We are open to provide support for the selected talent to pursue various certifications.
There is a three-month probationary period.
We are open to accepting candidates with OPT/CPT. We are open to considering H-1B sponsorship.
