Technical Support

Customer Service · Melbourne, Victoria
Department Customer Service
Employment Type Full Time
Minimum Experience Entry-level

NZXT is a rapidly growing company made up of gamers, builders and PC enthusiasts on a mission to create hardware, software, experiences, and services that surprise and delight gamers of all types. We are a team of creative, motivated and results-oriented people who love what we do and are dedicated to making it easy, fun and rewarding for our audience to play games. We are a founder-led organization that has not lost any of our entrepreneurial, scrappy roots. This is an exciting time to join NZXT as we are poised for significant global expansion and growth.


CULTURE & VALUES

At NZXT, we believe in the importance of Design Thinking and the power of Serving Community, and our values spring from those two core ideas:


Every Voice Matters                                Win Together

Keep It Simple                                         Give A Shit

Build Scalable Systems                           Commit To Quality

Learn And Grow                                       Do What You Say                                         

 

We hope that every NZXT employee internalizes and practices these values to the point where they become second nature. We expect our leaders and managers to embody and nurture these values, because when they are in full force... amazing things can happen.


JOB SUMMARY


NZXT​ ​is​ ​looking​ ​for​ ​a​ ​driven​ ​and​ ​customer-friendly​ ​​Technical Support​ ​to​ ​join​ ​our Customer​ ​Service​ ​Team.​ ​As​ ​an​ ​NZXT​ ​Technical Support​ ​you’ll​ ​have​ ​the​ ​opportunity​ ​to​ ​make​ ​a​ ​difference in​ ​the​ ​lives​ ​of​ ​our​ ​fellow​ ​PC​ ​gamers​ ​and​ ​represent​ ​NZXT​ ​as​ ​a​ ​brand.​ ​Our​ ​team​ ​is​ ​made​ ​for​ ​those​ ​who​ ​take​ ​pride​ ​in helping​ ​others.​ ​We​ ​are​ ​looking​ ​for​ ​a​ ​talented​ ​Technical Support ​who​ ​has​ ​a​ ​passion​ ​for​ ​computers​ ​and technology​ ​to​ ​join​ ​our​ ​team. You​ ​will​ ​provide​ ​great​ ​customer​ ​service​ ​by​ ​using​ ​excellent​ ​in-depth​ ​knowledge​ ​of​ ​company​ ​products​ ​as​ ​well​ ​as​ ​by communicating​ ​effectively​ ​with​ ​team​ ​members​ ​within​ ​the​ ​Customer​ ​Service​ ​Department.​ ​​Here,​ ​you’ll​ ​join​ ​us​ ​on​ ​a mission​ ​to​ ​deliver​ ​the​ ​best​ ​Customer​ ​Service​ ​in​ ​the​ ​PC​ ​industry. 


The​ ​ideal​ ​candidate is​ ​detail-oriented​ ​with​ ​strong​ ​communication​ ​skills, both​ ​written​ ​and verbal. ​ ​The​ ​candidate​ ​should​ ​have​ ​a​ ​passion​ ​for​ ​both​ ​hardware​ ​and​ ​software, ​ ​ability​ ​to​ ​troubleshoot​ ​and​ ​have​ ​a strong​ ​work​ ​ethic. ​ ​This​ ​position​ ​will​ ​report​ ​directly​ ​to​ ​the​ ​Customer​ ​Service​ ​Manager based in the U.S and the local Operations Manager. 



RESPONSIBILITIES


  • Respond​ ​to​ ​and​ ​resolve​ ​customer​ ​inquiries​ ​and​ ​issues​ ​by​ ​identifying​ ​the​ ​topic​ ​and​ ​type​ ​of​ ​assistance​ ​the end-user​ ​needs.
  • Deliver​ ​outstanding​ ​service​ ​and​ ​support​ ​to​ ​end-users​ ​using​ ​CRM​ ​platform.
  • Diagnose​ ​and​ ​resolve​ ​technical​ ​hardware​ ​and​ ​software​ ​issues​ ​by​ ​evaluating​ ​and​ ​analyzing​ ​the​ ​symptoms.
  • Meet​ ​the​ ​performance​ ​goals​ ​established​ ​for​ ​the​ ​position​ ​in​ ​the​ ​areas​ ​of: ​ ​efficiency, ​ ​quality, ​ ​and​ ​customer satisfaction.
  • Be the first​ ​to​ ​evaluate​ ​latest​ ​beta​ ​features.
  • Have the ability to methodically test for usability and performance issues
  • Assist with other areas of the business including PC building and logistics as the need arises. 
  • Determining product failure
  • Issuing an RMA for refunds or exchange
  • Troubleshooting PC Hardware for BLD Systems along with NZXT components
  • Sending replacement parts for NZXT components
  • Replicating hardware/software issues to report to respective departments


EXPERIENCE & QUALIFICATION


  • Minimum of 2 years of Technical Support Experience (preferably in technical support for hardware or software)
  • Experience with DIY PC Building
  • Advanced experience with Windows and PC hardware


SKILLS


  • Strong​ ​passion​ ​for​ ​PC​ ​gaming​ ​and​ ​hardware
  • Exceptional​ ​communication​ ​skills, ​ ​both​ ​written​ ​and​ ​verbal
  • Ability​ ​to​ ​work​ ​under​ ​pressure​ ​in​ ​a​ ​fast-paced​ ​environment
  • Possess​ ​strong​ ​problem​ ​solving​ ​and​ ​troubleshooting​ ​skills
  • Unwavering​ ​patience​ ​and​ ​empathy​ ​for​ ​helping​ ​solve​ ​customer​ ​issues
  • Attention to detail and thoroughness 
  • Ability​ ​to​ ​methodically​ ​test​ ​for​ ​usability​ ​and​ ​performance​ ​issues.


NZXT is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Thank You

Your application was submitted successfully.

  • Location
    Melbourne, Victoria
  • Department
    Customer Service
  • Employment Type
    Full Time
  • Minimum Experience
    Entry-level