What are the responsibilities and job description for the Technical Support Specialist position at Newegg?
- Serve as the primary technical point of contact for customers over live phone and chat, before and after the sale, including scheduled callbacks.
- Provide consultative pre-sales guidance — helping customers choose compatible components (GPUs, CPUs, motherboards, memory, storage, power supplies) and complete builds that fit their needs and budget.
- Actively drive the sale — turn pre-sales conversations into completed purchases by guiding customers to the right build and recommending compatible add-ons, improving conversion, attach rate, and average order value.
- Deliver a warm, professional, customer-first experience on every contact — using active listening, empathy, and plain-language communication to reduce customer effort and build trust.
- Troubleshoot and resolve post-sales hardware and OS issues, diagnose defective products, and route complex or unresolved cases to the Lead tier with clear documentation.
- Maintain current product and component knowledge across each new hardware launch and vendor release cycle.
- Serve as a technical resource for frontline Customer Service agents — answering product and troubleshooting questions and taking warm transfers or escalations on PC and hardware issues so customers reach the right expertise quickly.
- Support the onsite-troubleshooting pilot as needed, applying phone/chat diagnostic skills in an in-person context as this capability is tested.
- Log customer interactions, resolutions, and recurring issues accurately to support quality tracking and continuous improvement.
- Own each customer's issue end to end — set clear expectations, follow up, and make sure the customer never has to chase a resolution.
- Meet customer service quality and satisfaction (CSAT) targets and follow CS service levels, policies, and SOPs.
Qualifications:
Required
- Experience in a customer-facing technical support, PC retail, or computer building/repair environment.
- Working knowledge of PC hardware components (GPUs, CPUs, motherboards, memory, storage, power supplies) and common Windows OS troubleshooting.
- Strong verbal and written communication skills suited to phone- and chat-based customer interactions.
- CompTIA A certification, or ability to obtain it within 90 days of hire.
- Ability to work a schedule that may include evenings, weekends, and holidays based on business needs.
Preferred
- Experience with consultative or advisory sales — e.g., helping customers choose compatible parts or plan a build.
- Hands-on PC building or assembly experience.
- Comfortable acting as a go-to technical resource for frontline agents and peers.
- Familiarity with vendor certification programs for PC hardware or components.