> Markdown version of [/jobs/ext/2580040-technical-customer-support-representative](https://www.wearedevelopers.com/jobs/ext/2580040-technical-customer-support-representative). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Customer Support Representative - **Company:** OTC NETWORKS INC. - **Location:** Austin, TX, United States (Remote available) - **Experience:** Experienced - **Salary:** $41,600.0 - $47,840.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Unit Testing, BIOS, Desktop Computing, Video Cards, Firmware, Issue Tracking Systems, Systems Integration, WinDBg, Windows Desktop, Extensible Firmware Interface, Hardware Testing, Information Technology, Event Viewer, Workday - **Published:** August 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b4a223a212fcc1cb ## About the Role * 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 * Associates degree in computer science, information technology, electronics, or a related field preferred * 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 * CompTIA A+, Microsoft, or other relevant technical certifications preferred 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 ## Description * Investigate and resolve customer-reported hardware, software, stability, and performance issues affecting Windows PCs * Communicate with customers primarily through email, with scheduled troubleshooting calls added after training and onboarding * Ask targeted questions that distinguish between hardware failures, software conflicts, configuration problems, and user-environment issues * Review and interpret diagnostic information such as crash dumps, Windows Event Viewer entries, reliability history, temperatures, hardware-monitoring data, and stress-test results * Guide customers through remote troubleshooting, including driver installation or removal, BIOS changes, Windows repair procedures, hardware reseating, component testing, and operating-system reinstallation * Troubleshoot common issues involving graphics cards, memory, storage drives, processors, motherboards, cooling, power delivery, networking, peripherals, and Windows * Determine when additional troubleshooting is appropriate and when a component replacement, repair, or full-system return is the correct next step * Document symptoms, troubleshooting performed, test results, and conclusions thoroughly within the ticketing system * Escalate urgent, unusual, safety-related, or unresolved issues with a clear summary of the situation and work already completed * Collaborate with other support representatives, repair technicians, quality-control staff, and operations teams to resolve customer issues * Stay current on supported hardware, Windows updates, driver releases, known product issues, and internal support procedures * Perform other related duties as assigned ## Related Videos - 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