Technical Customer Service Representative – Gaming Hardware

MSI seeks a Customer Service Representative to support our gaming and creation hardware customers in a fast-paced manufacturing environment. You will handle inquiries on orders, products, and warranties via phone, email, and chat, delivering accurate, timely solutions. Partnering closely with production, logistics, and technical teams, you’ll troubleshoot basic hardware issues, process returns, and maintain detailed records in CRM tools. This role thrives on teamwork, innovation, and continuous improvement, offering growth opportunities in a tech-driven, customer-focused culture. Respond to customer inquiries via phone, email, and chat regarding MSI products, orders, and warranties Troubleshoot basic hardware issues and coordinate with technical teams for complex cases Process returns, replacements, and order updates accurately in internal systems Document all customer interactions in CRM and ensure timely follow-up and resolution Collaborate with production, logistics, and sales to resolve service and fulfillment issues Collect and relay customer feedback to support continuous improvement initiatives Meet or exceed service-level metrics including response time, quality, and customer satisfaction Stay current on MSI product lines, features, and updates to provide informed support Customer support ticketing systems CRM software (e.g., Salesforce, Zendesk) Order management and tracking Basic technical troubleshooting (PC/gaming hardware) Written and verbal communication Data entry and documentation Conflict resolution and de-escalation Microsoft Office or Google Workspace Knowledge of RMA/warranty processes Time management and prioritization Medical Insurance Dental Insurance Vision Insurance Life Insurance 401k Customer Service certification (e.g., HDI, ICMI) preferred Familiarity with CRM platforms (Salesforce, Zendesk, or similar) Technical aptitude with PC/gaming hardware a plus