Technical Support Specialist

Job Title: Technical Support Specialist

Location: Irwindale, CA | on-site position

Department: RMA

Employment Type: Full-time

About ZOTAC

ZOTAC designs and manufactures graphics cards, mini PCs, MEK® gaming PCs, and related computer products for customers around the world. ZOTAC USA supports customers through technical assistance and warranty service.

Overview

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.

Key Responsibilities

• 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.

Requirements

• 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.

Preferred Qualifications

• 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.

Benefits

• Medical, dental, vision, and disability coverage.
• 401(k) with 100% employer match up to 6%.
• Paid time off and paid sick leave.
• Opportunities for growth and career development.

Expected Salary

• $22.00 – 25.00/hr

Starting pay within the range depends on relevant experience and qualifications.

Job Type

Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person