General Purpose:

• The Technical Support Representative (Social Media) is the first line of contact for customers experiencing issues with installation, configuration, and operation of Corsair products that have reached out to Corsair via social media, or commented on Corsair products publicly using social media.
• They are, in many ways, the post-sale “face of Corsair” and must be passionate about helping our customers solve problems.
• This position does not involve handling phone calls.

Position Summary, Responsibilities and Expectations:

• Technical Support Representative (Social Media) will field queries via social media (Twitter, Facebook, Reddit, Discord etc.)
• Queries will range in complexity from “how to” questions through involved debugging and forensic efforts when tracking down operational anomalies.
• The ability to visualize problems remotely is key to being successful in this role along with excellent analytical and troubleshooting skills.

Essential Skills and Experience:

• Provide exceptional online customer service and technical support.
• Assist customers in the installation of Corsair products.
• Track and monitor all social media support cases to ensure timely resolution and follow-up, or escalated if necessary
• Clearly identify, document, and find solutions for customer issues and product problems.
• Escalate critical customer situations to the appropriate level of management Communicate technical issues and solutions to the engineers, QA, sales, and support teams.