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# Technical Support Specialist

- **Company:** Zotac USA, Inc.
- **Location:** Irwindale, CA, United States
- **Experience:** Starter
- **Salary:** $45,760 - $52,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Computer Maintenance, Microprocessors, Video Cards, Hardware Compatibility (Software Requirements), Issue Tracking Systems, LiveChat, Office Suite, Guidewire PolicyCenter, Computer Equipment
- **Published:** October 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=aac57cc16e79b268

## About the Role

* Practical knowledge of PC hardware, including graphics cards, CPUs, memory, storage, motherboards, power supplies, and display connections.
 * Ability to troubleshoot Windows, graphics drivers, PC hardware, and common compatibility issues logically and explain steps clearly to customers.
 * Strong written and verbal English communication skills and a patient, professional approach to frustrated customers.
 * Attention to detail, reliable follow-through, and the ability to prioritize multiple cases and use ticketing systems and standard office software., * One to three years of technical support, computer repair, PC building, or related customer service experience.
 * Experience supporting graphics cards, mini PCs, or gaming PCs through phone, email, and live chat.
 * Experience with warranty service, RMA processing, hardware diagnostics, or technical certifications.

## Description

We are seeking a Technical Support Specialist to help customers troubleshoot ZOTAC graphics cards, mini PCs, MEK® gaming PCs, and related products by phone, email, and live chat. The role requires practical PC troubleshooting skills, clear communication, and accurate follow-up. You will coordinate with the RMA team when a product requires warranty assessment or service and escalate complex cases to the appropriate internal team., * Provide professional customer support by phone, email, and live chat; manage assigned tickets and follow up through resolution or documented handoff.

 * Troubleshoot issues such as no display, crashes, artifacts, driver problems, overheating, and hardware compatibility using a structured approach.
 * Collect product model and serial number, system specifications, symptoms, prior troubleshooting, and relevant photos or logs; document the steps taken and results.
 * Guide customers through appropriate checks of connections, power requirements, drivers, operating system settings, and supported product configurations.
 * Explain warranty and RMA procedures accurately; coordinate service referrals with the RMA team and escalate exceptions or disputed cases to management.
 * Recognize potential safety concerns and avoid recommending unsafe testing or unauthorized repairs.
 * Escalate unresolved or recurring technical issues with complete case details and contribute to troubleshooting guides and knowledge base updates.
 * Follow company procedures for customer privacy, case documentation, communication, and escalation; maintain coverage across assigned support channels.