Online Service Agent

Service Fremont, California


Job Description Overview: 

The Online Service Agent must be able to thrive in a fast-paced work environment where technical support & customer service skills are the keys to success. As a member of the Customer Loyalty Management (CLM) team, the agent will monitor various web discussion forums and review websites for problems or concerns regarding ASUS products and services. When recognizing problems or concerns that need attention, they will reach out to the consumer by posting a helpful reply or suggestion that may resolve any issues or concerns they may have about their ASUS product/experience. They will work with consumers directly through email, phone or private messages to give them a more complete support experience.

Essential Duties and Responsibilities: 

  • Scan and monitor specific web-based media outlets for technical & service related questions, problems, and comments
  • Enhance ASUS brand loyalty by posting helpful replies or manufacturer responses to customer comments and reviews
  • Take ownership of each customer by working directly with them until their issues or concerns are resolved
  • Ensure that all customer emails are responded to within a timely manner
  • Identify any alarming patterns or trends in customer feedback and report them to the Product Management group
  • Occasional product testing and troubleshooting may be required
  • Promote the ASUS products in a positive light to the web-based public
  • Perform other duties as assigned*

Required Skills and Experience:

  • Previous experience in a technical support, or technical marketing role is preferred
  • Bachelor's degree or 2-3 years of experience in a related field
  • In-depth knowledge of PC/Notebook hardware & software configuration, troubleshooting, and operation; knowledge of the Google Android OS is a plus
  • Strong familiarity with social media, web discussion forums, and other types of web-media
  • Excellent verbal and written communication skills in English
  • Must have an understanding of formal and informal technical writing skills and techniques
  • Strong customer service experience
  • Ability to effectively balance multiple tasks at once
  • Self-motivated with the ability to complete tasks with little instruction
  • Must possess strong interpersonal skills: is positive, pleasant, respectful and customer focused
  • Genuine interest and appreciation of the computer hardware industry and its products