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

Learn more about this Employer on their Career Site