Subject matter expert - cx

Ph3About Asiacruit /h3 pAt Asiacruit, we connect top talent with forward-thinking organizations across industries. Our mission is to help businesses grow through smart, strategic, and people-focused solutions. We partner with technology retailers, system integrators, and custom PC boutiques to place professionals who enhance customer experience, technical accuracy, and operational efficiency. /p h3Position Overview /h3 pWe are seeking a Subject Matter Expert (SME) – Customer Service Representative specializing in computer parts and build setup. This role will provide technical and customer-facing support for component selection, system configuration, assembly guidance, troubleshooting, and after-sales service. The successful candidate will collaborate with sales, operations, logistics, and technical teams to ensure customers receive accurate setup advice and reliable support throughout the purchasing and build lifecycle. /p h3Key Responsibilities /h3 ul liServe as the primary technical contact for customers seeking guidance on PC components, compatibility, and optimal build configurations based on use case and budget. /li liProvide clear, patient, and professional guidance via phone, email, chat, and ticketing systems for pre-sales consultancy, build walkthroughs, and post-sales support. /li liVerify part compatibility (motherboard, CPU, RAM, GPU, storage, power supply, cooling, case) and recommend alternatives when conflicts or stock constraints arise. /li liAssist customers with BIOS/UEFI settings, driver installation, OS setup, storage configuration (RAID, NVMe), and activation of peripherals and software. /li liCreate and maintain build guides, troubleshooting checklists, FAQs, and user-facing knowledge base articles to support self-service and internal training. /li liCoordinate with warehouse and logistics teams to confirm order completeness, identify missing or damaged items, and facilitate replacements or returns. /li liEscalate complex hardware or warranty issues to engineering or vendor support and track resolution through to closure. /li liPerform remote diagnostics and guide customers through safe disassembly/reassembly steps when appropriate, promoting ESD-safe practices and warranty compliance. /li liDocument customer interactions, build specifications, and technical outcomes accurately in CRM/ticketing systems. /li liSupport quality assurance checks for pre-built systems and provide feedback to operations on recurring build issues or supplier part quality concerns. /li liParticipate in continuous improvement efforts by identifying process gaps, proposing refinements to build instructions, and contributing to training materials. /li liAssist with basic inventory monitoring for commonly recommended components to inform procurement and avoid substitution issues. /li liProvide occasional remote or on-site assistance for complex builds, events, or escalations as required by the business. /li /ul h3Qualifications /h3 ul liFluent in English (United States) with clear written and verbal communication skills; additional language skills are a plus. /li liHigh school diploma or equivalent required; associate degree or certification in computer hardware, IT support, or related field preferred. /li li3+ years of experience in technical customer support, PC building, hardware troubleshooting, system integration, or a related role. /li liStrong hands-on knowledge of PC components, assembly practices, thermal and power considerations, and common compatibility pitfalls. /li liExperience with BIOS/UEFI configuration, driver installations, operating system setup (Windows, Linux), and basic networking configuration. /li liFamiliarity with diagnostic tools, stress testing utilities, and benchmarks used to validate system stability and performance. /li liComfortable using CRM/ticketing systems, remote support tools, and basic inventory/order management platforms. /li liExcellent problem-solving skills with attention to detail and the ability to explain technical concepts in an accessible manner. /li liAbility to manage multiple customer inquiries and prioritize escalations in a fast-paced environment. /li liTeam-oriented mindset with willingness to collaborate across functions and contribute to training and documentation efforts. /li liAvailability for occasional flexible hours to support product launches, promotions, or international customers may be required. /li /ul h3Why Join Asiacruit /h3 ul liHybrid work setup offering flexibility where applicable, balancing remote support with onsite collaboration. /li liWork with a diverse, skilled team in a collaborative environment supporting tech retailers and build specialists across the region. /li liOpportunities for professional growth, certifications, and cross-functional experience in technical support and operations. /li liCompetitive compensation package with performance-based incentives and opportunities for skill-based progression. /li liA culture that values technical excellence, customer empathy, and continuous improvement. /li /ul /p #J-18808-Ljbffr