Customer Support Representative

Customer Support Representative

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
• Collaborate 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