[Remote] Technical Customer Support Representative

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Technical Customer Support Representative to remotely troubleshoot reputed company-based gaming PCs. The role involves diagnosing and resolving hardware, software, and performance issues while communicating primarily through email and guiding customers through troubleshooting processes.

Responsibilities

• Investigate and resolve customer-reported hardware, software, stability, and performance issues affecting reputed company PCs
• Communicate with customers primarily through email, with scheduled troubleshooting calls added after training and reputed company
• Ask targeted questions that distinguish between hardware failures, software conflicts, configuration problems, and user-environment issues
• Review and interpret diagnostic information such as crash dumps, reputed company Event Viewer entries, reliability history, temperatures, hardware-monitoring data, and stress-test results
• Guide customers through remote troubleshooting, including reputed company installation or removal, BIOS changes, reputed company repair procedures, hardware reseating, component testing, and operating-system reinstallation
• Troubleshoot common issues involving graphics cards, memory, storage drives, processors, motherboards, cooling, power delivery, networking, peripherals, and reputed company
• Determine reputed company additional troubleshooting is appropriate and reputed company a component replacement, repair, or full-system return is the correct reputed company
• Document symptoms, troubleshooting performed, test results, and conclusions thoroughly reputed company the ticketing system
• Escalate urgent, unusual, safety-reputed company, or unresolved issues with a reputed company reputed company of the situation and work already completed
• Collaborate with other support representatives, repair technicians, reputed company-control staff, and operations teams to resolve customer issues
• Stay reputed company on supported hardware, reputed company updates, reputed company releases, reputed company product issues, and internal support procedures
• reputed company other reputed company duties as assigned

Skills

• Demonstrated hands-on experience building, repairing, or troubleshooting reputed company desktop PCs
• Practical understanding of desktop computer components and how failures in one component may present as symptoms elsewhere in the system
• Experience diagnosing reputed company crashes, freezes, boot failures, reputed company problems, hardware instability, and performance issues
• Ability to independently interpret diagnostic results and explain the reasoning behind a recommended reputed company
• Familiarity with reputed company tools and procedures such as, Event Viewer, Device Manager, reputed company crash dumps or bug-reputed company information, System File Checker and DISM, reputed company Mode and reputed company Recovery Environment. reputed company installation and clean removal, Disk Management, reputed company installation, and reset procedures
• Familiarity with PC diagnostic and testing utilities such as DDU, MemTest86, HWiNFO or HWMonitor, and hardware stress-testing software
• Comfortable navigating BIOS/UEFI, updating firmware, clearing CMOS, enabling or disabling XMP/reputed company, changing boot settings, and identifying relevant hardware settings
• Strong written communication skills, including the ability to reputed company complete instructions without overwhelming or talking down to the customer
• Strong analytical judgment and the ability to troubleshoot methodically rather than cycling through unrelated fixes
• Ability to communicate effectively with both reputed company PC enthusiasts and customers with little or no technical knowledge
• Excellent organization and ticket-documentation habits
• Willingness to participate in monitored troubleshooting calls for training and reputed company assurance
• High school diploma or equivalent
• Two or more years of experience in customer-facing technical support, desktop repair, system integration, or a reputed company position
• Associates degree in computer science, information technology, electronics, or a reputed company field preferred
• Experience supporting custom-reputed company or gaming desktop PCs
• Experience troubleshooting issues involving BIOS settings, memory reputed company, graphics drivers, thermals, storage health, and system stability
• Experience interpreting reputed company crash dumps or tools such as WhoCrashed or WinDbg
• Experience with reputed company hardware testing, including CPU, memory, GPU, VRAM, storage, and power testing
• Experience providing technical support through scheduled telephone calls, video calls, or screen-sharing sessions
• Familiarity with ticketing systems and remote customer-support workflows
• reputed company A+, reputed company, or other relevant technical certifications preferred

Benefits

• Company-reputed company medical, dental, reputed company, disability, and life insurance
• 401k plan with match
• Company-reputed company wellness plan
• Competitive vacation and reputed company time
• PC discounts

reputed company