Customer Support Representative

About the Job:

Starforge Systems is looking for a Customer Support Representative to provide friendly, responsive support to our customers throughout their order and ownership experience. You’ll help customers with order questions, shipping and delivery updates, account issues, returns, billing questions, and general product information.

Most customer communication is handled through email. You must be able to write clearly and warmly, stay organized across many open conversations, and follow company policy and best practices in each interaction.

While this is not primarily a technical support position, Starforge sells enthusiast gaming PCs and related hardware. You should have enough familiarity with PC hardware to answer general product-related questions.

Job Duties:

Respond to customer inquiries regarding orders, shipping, billing, returns, exchanges, and account questions

Communicate with customers primarily through email

Ask clarifying questions to understand what a 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

Collaborated with other team members

Stay current on products, policies, promotions, and internal support procedures

Perform other related duties as assigned

Required Skills/Abilities:

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

Education and Experience:

High school diploma or equivalent required

Experience with ticketing systems, live chat, or email-based customer support

General familiarity with desktop PCs, PC gaming, or consumer computer hardware

Physical Demands:

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

Employee 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

Salary: $18.50-$19.50/hr

Originally posted on Himalayas