Technical Customer Support Representative

Our Company:

Starforge Systems was built around the core idea of making products that set a new standard in computer gaming. We were founded by a team of industry veterans alongside a group of content creators in August 2022. We set out to change the standard for customer service, build quality, and cable management in the industry, while still making sure our computers were affordable and accessible.

Schedule: Monday-Friday 10AM-6PM CT

Job Duties:

• Identify, investigate, and resolve customer questions or problems with computer hardware and software
• Provide email, chat, and telephone support to end-users experiencing technical difficulties
• Apply knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions
• Identify and escalate support situations requiring urgent attention
• Track and route support requests via computerized ticketing system; thoroughly document resolutions
• Stay current with product upgrades, system information, and business updates
• Collaborate with other team members to research and resolve problems
• Perform other related duties as assigned

Required Skills/Abilities:

• Hands-on PC build & repair experience: You’ve swapped a CPU, reseated RAM, replaced a power supply, etc.
• Fluent in Windows diagnostics using tools such as Event Viewer, Device Manager, DDU, MemTest86, and HWMonitor
• Comfortable in BIOS/UEFI: Enabling/disabling XMP/EXPO, updating firmware, and adjusting fan curves
• Clear written and verbal communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical customers
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• Willingness to have telephone conversations monitored for quality assurance

Education and Experience:

• Associate's degree in Computer Science or a related field preferred
• 2+ years of experience in customer technical support preferred

Physical Demands:

• Able to sit for the duration of the workday
• Able to use a keyboard, headset, and computer monitor for the duration of the workday

Benefits:

• Company-paid medical, dental, vision, and disability insurance
• Paid vacation, sick time, and holidays
• 401k with company match