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About the Role

Provide friendly, responsive support to customers throughout their order and ownership experience, assisting with order questions, shipping updates, account issues, returns, billing, and general product information. This role requires clear and warm written communication, organization, and adherence to company policies. Familiarity with PC hardware is needed to answer general product-related questions.

Responsibilities

• Respond to customer inquiries regarding orders, shipping, billing, returns, exchanges, and account questions
• Communicate with customers primarily through email
• Ask clarifying questions to understand customer needs
• Look up order status, shipping details, account information, and payment records to answer customer questions accurately
• Guide customers through routine processes such as placing or modifying an order, initiating a return or exchange, updating account information, or resolving a billing discrepancy
• Escalate urgent, unusual, or unresolved issues with a clear summary of the situation and any work already completed
• Provide general information about PC hardware and Starforge products and help customers identify when a question requires assistance from Technical Support
• Document customer interactions, issues, and resolutions thoroughly within the ticketing system
• Collaborate with other team members
• Stay current on products, policies, promotions, and internal support procedures
• Perform other related duties as assigned

Requirements

• Strong written communication skills, including the ability to provide complete, friendly, and easy-to-follow answers without sounding scripted or curt
• Ability to communicate effectively and patiently with customers of varying moods, needs, and levels of familiarity with our products
• Strong organizational skills and the ability to manage multiple open conversations at once
• Sound judgment in knowing when to resolve an issue directly versus when to escalate it
• Comfort learning and navigating a ticketing system, order-management system, and other internal tools
• Excellent attention to detail and ticket-documentation habits
• Working knowledge of or ability and willingness to learn the basics of PC hardware, gaming PCs, and Starforge’s product lineup
• 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

• Written communication
• Customer communication
• Organization
• Problem-solving
• Ticketing system navigation
• Order management system navigation
• Attention to detail
• PC hardware knowledge

Location

• Remote

Work Type

• Full-time

Experience Level

• Entry-level

Education Level

• High school diploma or equivalent

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 sells enthusiast gaming PCs and related hardware.