Customer Care Coordinator

Job Description Overview:

The Customer Care Coordinator provides high-level support in a Level 4 escalation environment, ensuring superior customer service and technical assistance. This role requires resolving complex technical issues, handling escalations, and collaborating across departments to enhance customer satisfaction. The coordinator plays a key role in improving service delivery, customer retention, and overall user experience.

Essential Duties and Responsibilities:

• Technical Support & Troubleshooting: Address inbound technical inquiries, apply advanced troubleshooting methods, and ensure efficient resolution of technical issues.
• Customer Experience: Maintain a high level of professionalism while delivering personalized, value-driven customer interactions.
• Issue Resolution & Follow-up: Respond promptly to customer concerns, actively listening to their needs, and following up via phone, email, or social media to ensure complete resolution.
• Cross-Department Collaboration: Work closely with Operations, Sales, Legal, and Product Management teams to resolve customer concerns and provide actionable feedback.
• Proactive Customer Retention: Utilize consultative approaches to highlight service value, ensuring continued customer satisfaction.
• First Call Resolution: Aim to resolve inquiries during the initial contact whenever possible, minimizing the need for escalations.
• Systems & Tools Utilization: Use internal tracking systems to log and resolve issues effectively.
• Training & Development: Participate in ongoing training to stay informed on product updates, industry trends, and customer service best practices.
• Complaint Management: Handle customer complaints, including escalations to legal or regulatory bodies such as the Better Business Bureau.
• Policy & Compliance: Adhere to company policies, maintain strong attendance, and contribute to the organization’s commitment to service excellence.
• Other Responsibilities: Perform additional duties as assigned to support company initiatives and business objectives.

Knowledge and Skills:

• Strong ability to work in a fast-paced, results-driven corporate environment.
• Excellent written and verbal communication skills in English.
• Ability to handle technical problem-solving with PCs, Notebooks, Tablets, and software applications.
• Strong customer service background, with a focus on technical support.
• Professional and positive demeanor, able to handle sensitive customer interactions.

Required Qualifications:

Years of Education

• BA/BS in Business or related field preferred but not required.

Work Experience

• 2 years of experience in technical support for PC/Notebook hardware systems or related fields.
• Strong customer service background with experience in technical troubleshooting and issue resolution.
• Proficiency in PC, Notebook, and Tablet architecture, Microsoft Windows, and Office Suite.
• Ability to remain calm in a fast-paced environment and solve complex technical problems efficiently.
• Excellent verbal and written communication skills in English.
• Technical education or certifications preferred (A.S. in Computer Management, A Certification).
• Strong attention to detail, ability to retain information, and follow technical instructions.
• Professional, reliable, and enthusiastic with strong telephone etiquette and customer interaction skills.
• Experience in a performance-driven customer service role with measurable KPIs.
   

Preferred Qualifications:

• Knowledge of Google Android OS is a plus.
• Prior experience handling customer escalations and managing customer support operations.

Working Conditions:

• Typically works in an office environment.
• Requires sitting, operating a computer keyboard, telephone and other office equipment for extended periods of time.

$25.00-$27.00/hour is an estimated pay range for this role working in Fremont, California office. The final amount will be determined based on the qualifications & experience of the candidate related to the role. Our comprehensive employee benefits include bonuses, medical, dental, vision, life insurance, AD&D insurance, Paid Time Off, EAP, & 401(k).

ASUS is an equal employment opportunity employer. The Company makes employment decisions without regard to race, color, religion, sex, gender, pregnancy/ breastfeeding, medical conditions related to pregnancy or childbirth, sexual orientation, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, as well as any other characteristic protected by law, regulation or local ordinance, and strives to comply with all applicable laws on the subject. These employment decisions extend to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, pay and other forms of compensation, training and other terms and conditions of employment. 

Salary : $25 - $27