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, proc