Product Support Specialist Tech I

Noregon Systems Inc; Greensboro (NC); On-site; USD 27,000 - 30,000; Full time

Job summary

Noregon Systems Inc. is seeking a customer-service oriented Technical Product Support Specialist to provide technical support for software and hardware. You will be the first line of contact, solving basic to complex issues and ensuring customer value is maintained.

The role focuses on telephone support, remote troubleshooting, guidance through corrective steps, and documenting resolutions. AAS/BS in CS or CET plus certs is preferred, with 2 years of IT/help desk experience.

Qualifications

• AAS or BS in Computer Science, CET, or related field.
• Microsoft A+ or equivalent certification highly desired.
• An understanding of automotive technology or heavy-duty mechanics is a plus.
• 2 years IT or help desk/PC support experience preferred.

Responsibilities

• Provide telephone support to end-users experiencing technical difficulties.
• Troubleshoot and resolve hardware and software issues remotely.
• Guide end-users through corrective measures with confidence and clarity.
• Identify urgent issues and escalate when needed.
• Document resolutions and track requests via ticketing system.
• Prepare activity reports and stay current with product updates.

Skills

Excellent oral communication

Organizational skills

Troubleshooting

Microsoft Office

Windows OS

Remote Desktop

Education

AAS or BS in Computer Science / CET

Microsoft A+ or similar cert

Tools

Ticketing system

Microsoft Office

Windows Remote Desktop

Job description

• Location 7823 National Service Road,Greensboro, NC, 27409,United States
• Base Pay $19.71 - $22.12 / Hour
• Employee Type Non Exempt FT
• Required Degree NONE
• Manage Others No

Description

Position Summary:

We are looking for a customer service oriented Technical Product Support Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the company’s front line and you will solve basic to complex technical software and hardware problems for our software as well as third party software. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Requirements

Essential Job Functions & Duties:

• Provide telephone support to end-users experiencing technical difficulties
• Troubleshoot, diagnose and resolve technical hardware and software issues remotely
• Guide, with confidence and composure, end-users through corrective measures
• Identify and elevate support situations requiring urgent attention
• Track and route support requests via computerized ticketing system; thoroughly document resolutions
• Prepare activity reports
• Stay current with product upgrades, system information, and business updates

Knowledge Skills and Abilities:

• Excellent oral communication and organizational skills
• Determination to deliver superior customer service
• Ability to understand, troubleshoot and resolve technical issues
• Strong knowledge of Microsoft Office & Windows (Windows Operating Systems: XP, 7 & 10; Windows Remote Desktop application)
• Ability to communicate with diverse audiences
• Understanding of mid-high level technical concepts

Education:

• AAS or BS – Computer Science, Computer Engineering Technology or similar field (equivalent background experience will be considered)
• Microsoft A+ or other computer certifications highly desired
• An understanding of automotive technology or medium/heavy-duty mechanics is a plus

Experience

• 2 years of IT or technical help desk and/or PC support experience highly preferred