Customer Support Representative

Ottawa Riverkeeper | Sentinelle de la rivière des Outaouais; Austin (TX); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Company-paid medical, dental, vision,,

401k plan with match

Wellness plan

Competitive vacation and sick time

PC discounts

Job summary

Starforge Systems is seeking a Customer Support Representative to assist customers through their order and ownership experience. You will respond to inquiries, provide shipping updates, and help with returns and billing questions while maintaining clear, friendly communication.

Role requires strong written communication, the ability to manage multiple conversations, and a willingness to learn about PC hardware and our Starforge product lineup.

Qualifications

• Strong written communication and friendly, clear responses.
• Ability to handle multiple conversations and stay organized.
• Willingness to learn PC hardware basics and Starforge product lineup.

Responsibilities

• Answer customer inquiries about orders, shipping, and billing.
• Communicate mainly via email and document interactions in the ticketing system.
• Guide customers through order modifications, returns, and account updates.
• Escalate unresolved issues with a clear summary and next steps.
• Provide general PC hardware information and identify when to involve Technical Support.

Skills

Clear written communication

Customer service

Ticketing system familiarity

Product knowledge

Education

High school diploma

Tools

Ticketing system

Job description

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 elevate 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