About Asiacruit
At 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.
Position Overview
We 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.
Key Responsibilities
- Serve as the primary technical contact for customers seeking guidance on PC components, compatibility, and optimal build configurations based on use case and budget.
- Provide clear, patient, and professional guidance via phone, email, chat, and ticketing systems for pre-sales consultancy, build walkthroughs, and post-sales support.
- Verify part compatibility (motherboard, CPU, RAM, GPU, storage, power supply, cooling, case) and recommend alternatives when conflicts or stock constraints arise.
- Assist customers with BIOS/UEFI settings, driver installation, OS setup, storage configuration (RAID, NVMe), and activation of peripherals and software.
- Create and maintain build guides, troubleshooting checklists, FAQs, and user-facing knowledge base articles to support self-service and internal training.
- Coordinate with warehouse and logistics teams to confirm order completeness, identify missing or damaged items, and facilitate replacements or returns.
- Escalate complex hardware or warranty issues to engineering or vendor support and track resolution through to closure.
- Perform remote diagnostics and guide customers through safe disassembly/reassembly steps when appropriate, promoting ESD-safe practices and warranty compliance.
- Document customer interactions, build specifications, and technical outcomes accurately in CRM/ticketing systems.
- Support quality assurance checks for pre-built systems and provide feedback to operations on recurring build issues or supplier part quality concerns.
- Participate in continuous improvement efforts by identifying process gaps, proposing refinements to build instructions, and contributing to training materials.
- Assist with basic inventory monitoring for commonly recommended components to inform procurement and avoid substitution issues.
- Provide occasional remote or on-site assistance for complex builds, events, or escalations as required by the business.
Qualifications
- Fluent in English (United States) with clear written and verbal communication skills; additional language skills are a plus.
- High school diploma or equivalent required; associate degree or certification in computer hardware, IT support, or related field preferred.
- 3+ years of experience in technical customer support, PC building, hardware troubleshooting, system integration, or a related role.
- Strong hands-on knowledge of PC components, assembly practices, thermal and power considerations, and common compatibility pitfalls.
- Experience with BIOS/UEFI configuration, driver installations, operating system setup (Windows, Linux), and basic networking configuration.
- Familiarity with diagnostic tools, stress testing utilities, and benchmarks used to validate system stability and performance.
- Comfortable using CRM/ticketing systems, remote support tools, and basic inventory/order management platforms.
- Excellent problem-solving skills with attention to detail and the ability to explain technical concepts in an accessible manner.
- Ability to manage multiple customer inquiries and prioritize escalations in a fast-paced environment.
- Team-oriented mindset with willingness to collaborate across functions and contribute to training and documentation efforts.
- Availability for occasional flexible hours to support product launches, promotions, or international customers may be required.
Why Join Asiacruit
- Hybrid work setup offering flexibility where applicable, balancing remote support with onsite collaboration.
- Work with a diverse, skilled team in a collaborative environment supporting tech retailers and build specialists across the region.
- Opportunities for professional growth, certifications, and cross-functional experience in technical support and operations.
- Competitive compensation package with performance-based incentives and opportunities for skill-based progression.
- A culture that values technical excellence, customer empathy, and continuous improvement.
Ready to make an impact Apply now at https://asiacruit.com or send your resume to [Confidential Information] with the subject line SME CSR Computer Parts & Build Setup [Your Name].
