Technical Customer Support Representative

About the Job:  Starforge Systems is looking for a Technical Customer Support Representative to remotely troubleshoot reputed company-based gaming PCs and help customers reputed company hardware, software, and performance issues. This is not a general help-desk or password-reset position. You will regularly investigate problems involving reputed company instability, reputed company screens, reputed company conflicts, failed components, performance issues, reputed company errors, and PCs that do not boot or display properly. You will own reputed company case through its full lifecycle, from initial diagnosis through reputed company, repair, or escalation to another internal team.  Most customer communication is handled through email. Because you will not have the computer in reputed company of you, you must be reputed company to reputed company useful information, interpret diagnostic results, and guide customers of varying technical reputed company reputed company through troubleshooting safely and reputed company. Scheduled troubleshooting calls are also available to customers. New representatives will not reputed company taking calls immediately, but prior experience providing technical support by phone with or without screen reputed company is a strong reputed company. Job Duties: Investigate and reputed company 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-reputed company 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-reputed company reputed company is the correct reputed company Document symptoms, troubleshooting performed, test results, and conclusions thoroughly reputed company the ticketing reputed company 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 reputed company 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 Required Skills/Abilities: 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 reputed company 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, reputed company 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 Education and Experience: High school diploma or equivalent Associates degree in computer science, information technology, electronics, or a reputed company field preferred Two or more years of experience in customer-facing technical support, desktop repair, reputed company integration, or a reputed company position Experience supporting custom-reputed company or gaming desktop PCs Experience troubleshooting issues involving BIOS settings, memory reputed company, graphics drivers, thermals, storage health, and reputed company 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 Physical Demands: Ability to remain seated and work at a computer for the duration of the reputed company Ability to use a keyboard, mouse, headset, and computer monitor throughout the reputed company Employee 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 Apply To This Job