Specialist, Customer Experience

SteelSeries • Chicago, IL

6d

About The Position

Product Support Specialist Gaming? Check. Esports? Check. Hardware? Check. Software? Check. We could go on and on. The point is we've been helping gamers get better since 2001. In fact, Esports pros have won more money using SteelSeries products than any other brand and we're just getting started. Esports and Gaming are multi-billion-dollar industries, and we're going to continue supporting them through innovative gear and software gamers need and love. We believe in being true to the gaming community, which means being true to ourselves. We create products that help the best of the best be better, and products that help the not-so-good feel not-so-bad. Most of us are gamers, but you don't have to be, we promise! Just don't be surprised if you become one within a few weeks of starting! Want to see what we're up to? Find us on social media, where we highlight our community, amazing partners, and products! ABOUT YOU: You are a team player at heart. Likes working with Tech: Enjoys learning about multiple tech-style items and can utilize the knowledge gained. Organized/Multi-Tasker: Able to keep multiple priorities moving fast in a systematic way. You can move through heavy workload requirements. Prioritize and problem solve: Understanding there may not be just one answer that results in a positive outcome. You can think out of the box. Handle inquiries that range in complexity from “how-to” questions up to involved debugging to track down operational anomalies. Provide in-depth support for SteelSeries hardware and act as a resource for customer escalations. Collaborate with multiple teams to provide feedback on hardware issues. Attend team meetings to assist in providing feedback to update the knowledge base. You thrive in a fast-moving environment of a fast-growing company, where tasks can evolve from day to day. You have an open approach to feedback and enjoy how it affects your work. You have a youthful nature, enjoying the social aspects of the job as well as the professional.

Requirements

• Two years of experience in customer or technical support.
• Excellent communication skills and the ability to build rapport with customers quickly.
• Ability to troubleshoot hardware-specific problems and resourcefulness in obtaining information from users.
• A customer advocate mindset, paired with a big picture of understanding business goals and policies.
• Possess strong interpersonal skills with the ability to build collaborative relationships.
• Interest or experience in the Gaming industry; Knowledge of video games preferred.
• Knowledge of Microsoft Office 365, Zendesk is a plus.

Responsibilities

• Handle inquiries that range in complexity from “how-to” questions up to involved debugging to track down operational anomalies.
• Provide in-depth support for SteelSeries hardware and act as a resource for customer escalations.
• Collaborate with multiple teams to provide feedback on hardware issues.
• Attend team meetings to assist in providing feedback to update the knowledge base.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees