Technical Support Executive

At Kreo, we build high-performance gaming gear for passionate gamers. Our Customer Support Executives are the first point of contact for our community, ensuring every gamer receives prompt assistance, accurate product guidance, and a positive brand experience. You will handle inquiries across multiple channels, resolve issues, and represent Kreo’s commitment to quality and service.

Key Responsibilities

• Respond to customer queries via email, chat, calls, and social media for Kreo products (e.g., Hive, Chimera, Griphin, Owl, Tundra, Pegasus, Hydra, Mako).
• Provide accurate information on product features, compatibility, warranty, and usage.
• Assist customers with setup, troubleshooting, and after-sales support for gaming peripherals.
• Manage returns, exchanges, and warranty claims in accordance with Kreo’s policies.
• Coordinate with logistics for order tracking, address changes, and delivery issues.
• Escalate technical issues to product or engineering teams when required.
• Document all interactions in the CRM and flag recurring issues for process improvement.
• Collect and relay customer feedback to improve Kreo’s product and service quality.

Requirements

• Strong written and verbal communication skills in English.
• Prior experience in customer service, preferably in e-commerce, gaming, or electronics.
• Good understanding of PC and gaming hardware to assist with technical queries.
• Patience, problem-solving skills, and the ability to handle high-pressure situations.
• Familiarity with CRM and order management systems (Shopify, Amazon, Flipkart experience is a plus).

Performance Metrics

• First Response Time (FRT)
• Resolution Time
• Customer Satisfaction Score (CSAT)
• Ticket Closure Rate
• Accuracy in product and policy information shared