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