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About the Role

Starforge Systems is seeking a Technical Customer Support Representative to remotely troubleshoot Windows-based gaming PCs, assisting customers with hardware, software, and performance issues. This role involves diagnosing and resolving complex problems such as system instability, blue screens, driver conflicts, and boot failures, managing each case from diagnosis to resolution. Communication is primarily via email, requiring the ability to gather information, interpret diagnostics, and guide users of all technical levels. Scheduled troubleshooting calls are also part of the role.

Responsibilities

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

Requirements

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
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

Skills

Windows PC troubleshooting
Hardware diagnostics
Software diagnostics
System instability diagnosis
Blue screen analysis
Driver conflict resolution
Component failure diagnosis
Performance issue troubleshooting
Boot failure troubleshooting
Display issue troubleshooting
Email communication
Remote troubleshooting
Technical guidance
Phone support
Event Viewer
Device Manager
System File Checker
DISM
Safe Mode
Windows Recovery Environment
DDU
MemTest86
HWiNFO
HWMonitor
BIOS navigation
UEFI navigation
Firmware updates
CMOS clearing
XMP/EXPO configuration
Boot settings adjustment
Analytical judgment
Methodical troubleshooting
Ticketing systems
Remote customer-support workflows

Location

Remote

Work Type

Remote
Full-time

Experience Level

Two or more years of experience in customer-facing technical support, desktop repair, system integration, or a related position

Education Level

High school diploma or equivalent
Associates degree in computer science, information technology, electronics, or a related field preferred
CompTIA A+, Microsoft, or other relevant technical certifications preferred

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

About the Company

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.