Technical Customer Support Representative
$41,600–$47,840 year
RemoteUnited States
EXPIREDUnited StatesRemoteFull Time$41,600–$47,840 yearMid LevelSmall
Full TimeMid LevelSmall
Job Summary
Investigate and resolve hardware, software, stability, and performance issues affecting Windows-based gaming PCs by analyzing crash dumps, Event Viewer entries, and diagnostic data. Guide customers through remote troubleshooting steps such as driver management, BIOS configuration, and OS reinstallation via email and scheduled calls. Determine appropriate next steps for component replacement, repair, or system return while documenting all findings and escalations in the ticketing system. Collaborate with internal teams to resolve complex cases and stay current on supported hardware and Windows updates.
Required Qualifications
- 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
- High school diploma or equivalent
- Two or more years of experience in customer-facing technical support, desktop repair, system integration, or a related position
- Experience supporting custom-built or gaming desktop PCs
- Experience troubleshooting issues involving BIOS settings, memory profiles, graphics drivers, thermals, storage health, and system stability
- Experience interpreting Windows crash dumps or tools such as WhoCrashed or WinDbg
- Experience with structured hardware testing, including CPU, memory, GPU, VRAM, storage, and power testing
- Experience providing technical support through scheduled telephone calls, video calls, or screen-sharing sessions
- Familiarity with ticketing systems and remote customer-support workflows
Desired Qualifications
- Associates degree in computer science, information technology, electronics, or a related field preferred
- Prior experience providing technical support by phone with or without screen share
- CompTIA A+, Microsoft, or other relevant technical certifications preferred
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