Computer Technical Support Specialist
Company Overview
Dreamcore is a Singapore-based custom PC company delivering high-performance desktops, workstations, and computing solutions for gamers, creators, professionals, and businesses. We focus on craftsmanship, innovation, and exceptional customer experiences.
Job Summary
Dreamcore seeks a PC Technical Support Specialist to provide hands-on hardware and software troubleshooting, deliver clear customer communication, and manage support cases from start to resolution in a collaborative team environment.
Responsibilities
- Provide technical support to customers via WhatsApp, email, phone, and other support channels to resolve PC issues efficiently
- Diagnose and troubleshoot desktop PC hardware components including CPUs, GPUs, motherboards, RAM, SSDs, power supplies, and cooling systems
- Identify and resolve Windows, driver, BIOS/UEFI, connectivity, stability, and performance problems. Ubuntu is a plus.
- Guide customers through remote troubleshooting steps using clear, simple language
- Assess whether issues require remote resolution or physical inspection and repair
- Manage customer support cases from initial contact through diagnosis, repair, replacement, and closure with strong ownership
- Coordinate warranty and RMA processes with internal teams, suppliers, and manufacturers to ensure timely resolution
- Maintain accurate and detailed support notes and troubleshooting records for all cases
- Collaborate closely with technical, production, warehouse, and operations teams to streamline support and repair workflows
- Assist with system building and component testing as needed to verify hardware functionality
- Identify recurring technical issues and contribute to improving support processes and customer satisfaction
Required competencies and certifications
None.
Preferred competencies and qualifications
- Experience in custom PC building or repair to enhance troubleshooting effectiveness
- Background in technical support, IT helpdesk, or desktop support roles to improve customer service delivery
- Familiarity with hardware warranty and RMA procedures to manage claims efficiently
- Experience in customer-facing technical roles to communicate effectively with diverse customers
- Knowledge of CRM or ticketing platforms such as HubSpot to track and manage support cases
- Skills in networking, Wi-Fi, and peripheral troubleshooting to broaden problem-solving capabilities
Other Information
- This is a full-time, on-site position based in Singapore
- The role requires strong communication skills and patience when assisting non-technical customers
- Formal IT qualifications are useful but not essential; practical troubleshooting skills and responsibility are prioritized
- Dreamcore values craftsmanship, fairness, and delivering amazing customer experiences
- Singaporean / PR only