{"schemaVersion":"jobsearcher.job.v1","id":"9fb9ad63138f13e8c7d3fbe8","url":"https://jobsearcher.com/jobs/9fb9ad63138f13e8c7d3fbe8","canonicalUrl":"https://jobsearcher.com/jobs/9fb9ad63138f13e8c7d3fbe8","title":"Technical Customer Support Representative","description":"About the Job:\nStarforge 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.\n\nThis 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.\n\nMost 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.\nScheduled 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.\n\nJob Duties:\nInvestigate and resolve customer-reported hardware, software, stability, and performance issues affecting Windows PCs\nCommunicate with customers primarily through email, with scheduled troubleshooting calls added after training and onboarding\nAsk targeted questions that distinguish between hardware failures, software conflicts, configuration problems, and user-environment issues\nReview and interpret diagnostic information such as crash dumps, Windows Event Viewer entries, reliability history, temperatures, hardware-monitoring data, and stress-test results\nGuide customers through remote troubleshooting, including driver installation or removal, BIOS changes, Windows repair procedures, hardware reseating, component testing, and operating-system reinstallation\nTroubleshoot common issues involving graphics cards, memory, storage drives, processors, motherboards, cooling, power delivery, networking, peripherals, and Windows\nDetermine when additional troubleshooting is appropriate and when a component replacement, repair, or full-system return is the correct next step\nDocument symptoms, troubleshooting performed, test results, and conclusions thoroughly within the ticketing system\nEscalate urgent, unusual, safety-related, or unresolved issues with a clear summary of the situation and work already completed\nCollaborate with other support representatives, repair technicians, quality-control staff, and operations teams to resolve customer issues\nStay current on supported hardware, Windows updates, driver releases, known product issues, and internal support procedures\nPerform other related duties as assigned\n\nRequired Skills/Abilities:\nDemonstrated hands-on experience building, repairing, or troubleshooting Windows desktop PCs\nPractical understanding of desktop computer components and how failures in one component may present as symptoms elsewhere in the system\nExperience diagnosing Windows crashes, freezes, boot failures, driver problems, hardware instability, and performance issues\nAbility to independently interpret diagnostic results and explain the reasoning behind a recommended next step\nFamiliarity 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\nFamiliarity with PC diagnostic and testing utilities such as DDU, MemTest86, HWiNFO or HWMonitor, and hardware stress-testing software\nComfortable navigating BIOS/UEFI, updating firmware, clearing CMOS, enabling or disabling XMP/EXPO, changing boot settings, and identifying relevant hardware settings\nStrong written communication skills, including the ability to provide complete instructions without overwhelming or talking down to the customer\nStrong analytical judgment and the ability to troubleshoot methodically rather than cycling through unrelated fixes\nAbility to communicate effectively with both experienced PC enthusiasts and customers with little or no technical knowledge\nExcellent organization and ticket-documentation habits\nWillingness to participate in monitored troubleshooting calls for training and quality assurance\n\nEducation and Experience:\nHigh school diploma or equivalent\nAssociates degree in computer science, information technology, electronics, or a related field preferred\nTwo or more years of experience in customer-facing technical support, desktop repair, system integration, or a related position\nExperience supporting custom-built or gaming desktop PCs\nExperience troubleshooting issues involving BIOS settings, memory profiles, graphics drivers, thermals, storage health, and system stability\nExperience interpreting Windows crash dumps or tools such as WhoCrashed or WinDbg\nExperience with structured hardware testing, including CPU, memory, GPU, VRAM, storage, and power testing\nExperience providing technical support through scheduled telephone calls, video calls, or screen-sharing sessions\nFamiliarity with ticketing systems and remote customer-support workflows\nCompTIA A+, Microsoft, or other relevant technical certifications preferred\n\nPhysical Demands:\nAbility to remain seated and work at a computer for the duration of the workday\nAbility to use a keyboard, mouse, headset, and computer monitor throughout the workday\n\nEmployee Benefits:\nCompany-paid medical, dental, vision, disability, and life insurance\n401k plan with match\nCompany-paid wellness plan\nCompetitive vacation and sick time\nPC discounts","company":"Otk Network","rawCompany":"otk network","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-06T23:45:07.851Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"423430","title":"Computer and Computer Peripheral Equipment and Software Merchant Wholesalers","slug":"computer-and-computer-peripheral-equipment-and-software-merchant-wholesalers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Customer Support Representative","description":"About the Job:\nStarforge 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.\n\nThis 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.\n\nMost 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.\nScheduled 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.\n\nJob Duties:\nInvestigate and resolve customer-reported hardware, software, stability, and performance issues affecting Windows PCs\nCommunicate with customers primarily through email, with scheduled troubleshooting calls added after training and onboarding\nAsk targeted questions that distinguish between hardware failures, software conflicts, configuration problems, and user-environment issues\nReview and interpret diagnostic information such as crash dumps, Windows Event Viewer entries, reliability history, temperatures, hardware-monitoring data, and stress-test results\nGuide customers through remote troubleshooting, including driver installation or removal, BIOS changes, Windows repair procedures, hardware reseating, component testing, and operating-system reinstallation\nTroubleshoot common issues involving graphics cards, memory, storage drives, processors, motherboards, cooling, power delivery, networking, peripherals, and Windows\nDetermine when additional troubleshooting is appropriate and when a component replacement, repair, or full-system return is the correct next step\nDocument symptoms, troubleshooting performed, test results, and conclusions thoroughly within the ticketing system\nEscalate urgent, unusual, safety-related, or unresolved issues with a clear summary of the situation and work already completed\nCollaborate with other support representatives, repair technicians, quality-control staff, and operations teams to resolve customer issues\nStay current on supported hardware, Windows updates, driver releases, known product issues, and internal support procedures\nPerform other related duties as assigned\n\nRequired Skills/Abilities:\nDemonstrated hands-on experience building, repairing, or troubleshooting Windows desktop PCs\nPractical understanding of desktop computer components and how failures in one component may present as symptoms elsewhere in the system\nExperience diagnosing Windows crashes, freezes, boot failures, driver problems, hardware instability, and performance issues\nAbility to independently interpret diagnostic results and explain the reasoning behind a recommended next step\nFamiliarity 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\nFamiliarity with PC diagnostic and testing utilities such as DDU, MemTest86, HWiNFO or HWMonitor, and hardware stress-testing software\nComfortable navigating BIOS/UEFI, updating firmware, clearing CMOS, enabling or disabling XMP/EXPO, changing boot settings, and identifying relevant hardware settings\nStrong written communication skills, including the ability to provide complete instructions without overwhelming or talking down to the customer\nStrong analytical judgment and the ability to troubleshoot methodically rather than cycling through unrelated fixes\nAbility to communicate effectively with both experienced PC enthusiasts and customers with little or no technical knowledge\nExcellent organization and ticket-documentation habits\nWillingness to participate in monitored troubleshooting calls for training and quality assurance\n\nEducation and Experience:\nHigh school diploma or equivalent\nAssociates degree in computer science, information technology, electronics, or a related field preferred\nTwo or more years of experience in customer-facing technical support, desktop repair, system integration, or a related position\nExperience supporting custom-built or gaming desktop PCs\nExperience troubleshooting issues involving BIOS settings, memory profiles, graphics drivers, thermals, storage health, and system stability\nExperience interpreting Windows crash dumps or tools such as WhoCrashed or WinDbg\nExperience with structured hardware testing, including CPU, memory, GPU, VRAM, storage, and power testing\nExperience providing technical support through scheduled telephone calls, video calls, or screen-sharing sessions\nFamiliarity with ticketing systems and remote customer-support workflows\nCompTIA A+, Microsoft, or other relevant technical certifications preferred\n\nPhysical Demands:\nAbility to remain seated and work at a computer for the duration of the workday\nAbility to use a keyboard, mouse, headset, and computer monitor throughout the workday\n\nEmployee Benefits:\nCompany-paid medical, dental, vision, disability, and life insurance\n401k plan with match\nCompany-paid wellness plan\nCompetitive vacation and sick time\nPC discounts","datePosted":"2026-08-06T23:45:07.851Z","dateModified":"2026-08-06T23:45:07.851Z","hiringOrganization":{"@type":"Organization","name":"Otk Network","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"9fb9ad63138f13e8c7d3fbe8"},"url":"https://jobsearcher.com/jobs/9fb9ad63138f13e8c7d3fbe8"}}