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