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