At a Glance
- Tasks: Provide top-notch technical support for gaming systems and hardware.
- Company: Join Overclockers UK, a leader in the gaming PC community.
- Benefits: Flexible weekend work, competitive salary, and a passionate team.
- Other info: Work in a dynamic environment with opportunities for growth.
- Why this job: Combine your love for gaming with a rewarding customer support role.
- Qualifications: Strong knowledge of PC gaming hardware and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Overclockers UK is famous throughout the enthusiast PC community for its expertise in performance hardware, overclocking and modding. Through our innovative approach, we are a leading online provider of gaming PCs, components and peripherals. Overclockers UK is part of the Pro Gamers Group, an international e-commerce company with more than 700 employees at 12 locations worldwide. We are seeking a talented and customer‑focused individual to join our Customer Service and Support team as a Technical Support Engineer. In this role, you will play a crucial part in ensuring our customers receive top‑tier support for their gaming systems and hardware.
Job Requirements
- Strong knowledge of current PC gaming hardware and trends.
- Comfortable with providing customer service and technical support through tickets, Live chat, email, and phone.
- Proficient in troubleshooting Windows‑based computers remotely.
- Understanding of common issues that can affect a customer's gaming system.
- Weekend availability for remote work.
- Excellent communication skills and a customer‑centric approach.
On‑site working, Monday to Friday 08.30 - 17.30 at Overclockers HQ in Stoke on Trent. Requirement to provide weekend cover as part of a rota but typically, once every three weeks which can be worked flexibly at home. Total weekly hours = 40.
Responsibilities
- Utilise a strong working knowledge of current PC gaming hardware to assist customers with technical enquiries and issues.
- Provide exceptional customer service and support through various channels, including tickets, email, and phone.
- Provide software support and have an understanding of what issues can be caused by an operating system, games or a combination of components.
- Troubleshoot Windows computers remotely, diagnosing and resolving issues while understanding the root causes of customer system problems.
- Flexibility to work both at Overclockers HQ Monday to Friday and from home during weekend shifts.
- Weekend work is very flexible, but required typically once every three weeks with a day in lieu provided during the week.
- Collaborate with our established Returns department team to handle day‑to‑day tasks, including receiving returns, testing hardware, and providing live customer support for hardware and systems.
Preferred Qualifications
- Prior experience in a technical support role, especially in a gaming hardware environment.
- Familiarity with Gaming and Custom PC builds.
- A passion for gaming and a deep understanding of the gaming community.
- 2 years experience in a customer service role.
Why Overclockers?
You will get to work alongside a passionate team of gamers and hardware enthusiasts with access to cutting‑edge gaming hardware and products. If you are a dedicated and knowledgeable individual with a passion for gaming and technical support, we encourage you to apply and become a part of the Overclockers family. Overclockers UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Customer Service - Technical Support Engineer in Stoke-on-Trent employer: OCUK Limited
Overclockers UK is an exceptional employer, offering a vibrant work culture where gaming enthusiasts thrive alongside cutting-edge technology. Located in Stoke on Trent, employees benefit from flexible working arrangements, including the opportunity to work from home during weekend shifts, and enjoy a supportive environment that fosters personal and professional growth. With a commitment to diversity and inclusion, Overclockers UK ensures that every team member feels valued and empowered to contribute to the success of the company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service - Technical Support Engineer in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OCUK Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OCUK Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service - Technical Support Engineer in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OCUK Limited:Your cover letter is your chance to shine! Tell us why you want to work at OCUK Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OCUK Limited!
How to prepare for a job interview at OCUK Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
