Technical Customer Service Specialist - PC Components

We are seeking a proactive, detail-oriented In-house technical Customer Service Specialist to join our team in the PC components industry. As the first point of contact for our customers, you will handle all product and service-related inquiries, manage return and warranty processes, and ensure high levels of customer satisfaction. If you're passionate about solving problems, communicating clearly, and being part of a fast-paced, tech-driven environment, we want to hear from you

Role & Responsibilities:

· Respond to customer inquiries via email, phone, and live chat with professionalism and accuracy.

· Process and manage RMA (Return Merchandise Authorization) and warranty claims.

· Coordinate with internal teams (technical support, logistics, quality) to resolve issues.

· Maintain and update customer cases in the CRM system.

· Follow up with customers to ensure resolution and satisfaction.

· Support the development of internal and external FAQs and help center content.

· Monitor feedback and identify opportunities to improve the customer experience

· Customer Satisfaction Focus Actively gather customer feedback, identify service gaps, and propose enhancements to improve the overall customer experience., Our goal is to be a recognized leader in the industry while providing a great workplace for employees. Please note the job descriptions are intended to describe the general nature and level of work being performed by the people assigned to the position. They do not cover all the details of skills, duties, or responsibilities required for the position. Thus, they are not to be construed as an exhaustive list of all skills, duties, and responsibilities required for personnel. All personnel may be required to perform duties outside of their normal responsibilities as instructed by management. Skills, duties, and responsibilities may change at any time with or without notice. We are an E.E.O. employer.

• 2+ years of experience in customer service, preferably in the consumer electronics or PC hardware industry.

• Proficient in a variety of computer software applications including Microsoft Office Suite (Word, Excel and Outlook)

• Strong communication and problem-solving skills.

• Familiarity with CRM tools (e.g., Zammad, e-Service).

• Basic understanding of PC components (motherboards, GPUs, storage, etc.) is a plus.

• Ability to manage multiple inquiries simultaneously and prioritize effectively.

Personal Characteristics

• Familiarity with PC hardware or willingness to learn

• Understands customer needs; empathetic and solution driven.

• Clear, professional verbal and written communication.

• Quick thinker, resourceful, escalates appropriately

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays& Floating Holidays)
• We offer the right employee, good career opportunities, and advancement possibilities ensuring both personal growth and development to grow with the company, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Vision insurance

Cooler Master is dedicated to providing the best solutions to customers and aims at exceeding customers' expectations. The three cornerstones of our business philosophy are innovation, speed, and customer satisfaction. Our headquarters is located in Taipei, Taiwan, and has its own manufacturing facilities in China and Taiwan and we have branch offices worldwide. A career at Cooler Master provides meaningful opportunities to develop professionally, We're a diverse network of people driven by our shared ambition to shape a better future. If you are a bright and high-energy professional. Because we look for and recognize individuals who can thrive in a forward-moving environment, and who can infuse our atmosphere with their own commitment to personal and corporate success. We are committed to creating unique and rewarding experiences for both customers and employees. Everyone has common goals and aspires to be their best. Here, we have the ability to learn and grow at the speed of technology Now is the time to define your future, and make it yours too.