Technical Customer Support Representative

About the Job: Starforge Systems is looking for a Technical Customer Support Representative to remotely troubleshoot Windows-based gaming PCs and help customers resolve hardware, software, and performance issues. This is not a general help-desk or password-reset position. You will regularly investigate problems involving system instability, blue screens, driver conflicts, failed components, performance issues, Windows errors, and PCs that do not boot or display properly. You will own each case through its full lifecycle, from initial diagnosis through resolution, repair, or escalation to another internal team. Most customer communication is handled through email. Because you will not have the computer in front of you, you must be able to gather useful information, interpret diagnostic results, and guide customers of varying technical skill levels through troubleshooting safely and clearly. Scheduled troubleshooting calls are also available to customers. New representatives will not begin taking calls immediately, but prior experience providing technical support by phone with or without screen share is a strong advantage. Job Duties: Investigate and resolve customer-reported hardware, software, stability, and performance issues affecting Windows PCs Communicate with customers primarily through email, with scheduled troubleshooting calls added after training and onboarding 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, Windows Event Viewer entries, reliability history, temperatures, hardware-monitoring data, and stress-test results Guide customers through remote troubleshooting, including driver installation or removal, BIOS changes, Windows 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 Windows Determine when additional troubleshooting is appropriate and when a component replacement, repair, or full-system return is the correct next step Document symptoms, troubleshooting performed, test results, and conclusions thoroughly within the ticketing system Escalate urgent, unusual, safety-related, or unresolved issues with a clear summary of the situation and work already completed Collaborate with other support representatives, repair technicians, quality-control staff, and operations teams to resolve customer issues Stay current on supported hardware, Windows updates, driver releases, known product issues, and internal support procedures Perform other related duties as assigned Required Skills/Abilities: Demonstrated hands-on experience building, repairing, or troubleshooting Windows desktop PCs Practical understanding of desktop computer components and how failures in one component may present as symptoms elsewhere in the system Experience diagnosing Windows crashes, freezes, boot failures, driver problems, hardware instability, and performance issues Ability to independently interpret diagnostic results and explain the reasoning behind a recommended next step Familiarity with Windows tools and procedures such as, Event Viewer, Device Manager, Windows crash dumps or bug-check information, System File Checker and DISM, Safe Mode and Windows Recovery Environment. Driver installation and clean removal, Disk Management, Windows 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/EXPO, changing boot settings, and identifying relevant hardware settings Strong written communication skills, including the ability to provide 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 experienced 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 quality assurance Education and Experience: High school diploma or equivalent Associates degree in computer science, information technology, electronics, or a related field preferred Two or more years of experience in customer-facing technical support, desktop repair, system integration, or a related position Experience supporting custom-built or gaming desktop PCs Experience troubleshooting issues involving BIOS settings, memory profiles, graphics drivers, thermals, storage health, and system stability Experience interpreting Windows crash dumps or tools such as WhoCrashed or WinDbg Experience with structured 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 CompTIA A+, Microsoft, or other relevant technical certifications preferred Physical Demands: Ability to remain seated and work at a computer for the duration of the workday Ability to use a keyboard, mouse, headset, and computer monitor throughout the workday Employee Benefits: Company-paid medical, dental, vision, disability, and life insurance 401k plan with match Company-paid wellness plan Competitive vacation and sick time PC discounts