[Mandarin+English] Bilingual Post-Sales &Customer Support Specialist (PC Hardware)

We are seeking a technically knowledgeable and customer-focused Post-Sales & Customer Support Specialist (PC Hardware) to provide after-sales support for our gaming PCs and computer hardware products.

The ideal candidate has a strong understanding of PC hardware, excellent communication and problem-solving skills, and enjoys helping customers troubleshoot technical issues. You will serve as a primary point of contact for customers after purchase, assisting with hardware diagnostics, troubleshooting, warranty claims, returns, replacements, and other post-sales needs.

This position goes beyond traditional customer service. You will troubleshoot issues such as systems that fail to boot or POST, driver and software conflicts, BIOS-related problems, thermal issues, and component failures. You will also work closely with our warehouse, operations, and shipping teams to ensure customer issues are resolved efficiently from initial contact through final resolution.

What You’ll Do

• Provide Tier 1 and Tier 2 technical support to customers through email, live chat, and phone
• Diagnose and troubleshoot PC hardware and software-related issues, including POST failures, boot issues, driver conflicts, BIOS settings, thermal throttling, and component failures
• Guide customers through troubleshooting procedures such as BIOS updates, driver installation, CMOS resets, hardware reseating, and system configuration
• Ask effective diagnostic questions to determine whether an issue is caused by hardware, software, configuration, or user error before recommending a return or replacement
• Manage warranty claims and coordinate the Return Merchandise Authorization (RMA) process from initial evaluation through final resolution
• Issue return shipping labels and track returned products, replacement components, and repaired systems
• Maintain accurate records of customer cases, troubleshooting steps, RMAs, and resolutions
• Follow up on pending support cases to confirm replacement parts or repaired systems were received and operating properly
• Coordinate with warehouse, shipping, operations, and other departments to ensure replacements and repairs are processed promptly
• Identify recurring hardware issues and customer questions and document them for internal troubleshooting guides and customer-facing FAQs
• Perform additional technical and customer support tasks as assigned

Ability to communicate effectively across live chat, email, and phone while adapting to the requirements of each channel. Candidates should be comfortable handling multiple conversations and support cases efficiently.

Technical Communication: Ability to explain technical PC hardware concepts and troubleshooting procedures in clear, easy-to-understand language for customers with different levels of technical experience.

Troubleshooting & Active Listening: Strong ability to ask relevant diagnostic questions, understand customer symptoms, and systematically narrow down potential causes before recommending repair, replacement, or RMA.

Customer De-escalation: Maintain a calm, patient, and professional attitude when assisting frustrated customers, particularly when system failures affect gaming, work, content creation, or other important activities.

Written Communication: Strong written English skills with the ability to provide clear, organized, step-by-step troubleshooting instructions through email and live chat.

Follow-Through: Strong attention to detail and ownership of customer cases. Follow up on unresolved or pending tickets and help ensure each issue reaches a complete resolution.

Technical Knowledge

Candidates should have a solid understanding of PC hardware and be comfortable troubleshooting components and systems involving:

• CPUs, GPUs, motherboards, RAM, SSDs, and power supplies
• BIOS/UEFI configuration and updates
• Windows and device drivers
• Boot and POST failures
• System stability and compatibility issues
• CPU and GPU temperatures and thermal throttling
• Hardware installation, replacement, and component reseating
• Basic networking and peripheral troubleshooting
• Gaming PC configuration and common performance issues

Hands-on experience building, upgrading, repairing, or troubleshooting gaming PCs is highly desirable.

What We’re Looking For

• Strong verbal and written communication skills in English and Chinese
• Good understanding of PC hardware, gaming computers, and Windows-based systems
• Strong analytical and troubleshooting skills
• Excellent organizational skills and attention to detail
• Ability to manage multiple customer cases in a fast-paced environment
• Patient, professional, and customer-focused attitude
• Ability to work independently while collaborating effectively with operations, warehouse, and shipping teams
• Previous experience in technical support, customer service, PC repair, computer hardware, or e-commerce is preferred
• Experience supporting products sold through Amazon, Newegg, or other e-commerce marketplaces is a plus
• Experience with customer support ticketing systems or RMA processes is a plus
• Passion for PC hardware, gaming computers, and technology products is highly desirable