Technical Support Representative

BI-TEK LLC; Charlotte (NC); On-site; USD 38,000 - 52,000; Full time

Job summary

BI-TEK LLC in Charlotte, NC seeks a Technical Support Representative to deliver exceptional client support for innovative technology solutions. You will handle inquiries via phone, email, and chat, troubleshoot hardware and software issues, and document interactions in our ticketing system.

You will train customers, stay current with product knowledge and industry trends, and contribute to knowledge bases and FAQs. Team collaboration and flexible hours are valued in a fast-paced environment.

Qualifications

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in a technical support or customer service role.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills, both verbal and written.
• Familiarity with troubleshooting methodologies and remote support tools.
• Ability to work independently as well as part of a team.

Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues for a diverse range of products.
• Document and track customer interactions using our support ticketing system.
• Collaborate with engineering teams to escalate complex issues and provide feedback.
• Conduct product training sessions for customers to enhance their user experience.
• Stay updated on product knowledge and industry trends to offer informed support.
• Assist in creating and maintaining support documentation and FAQs.
• Participate in team meetings to share insights and improve service processes.

Skills

Customer service

Communication

Problem-solving

Teamwork

Adaptability

Education

High school diploma

Related field degree (plus)

Tools

Remote support tools

Ticketing system

Hardware troubleshooting

Software troubleshooting

Job description

About the Role:

Join BI-TEK LLC as a Technical Support Representative and become a vital part of our dynamic team in Charlotte, NC! In this role, you'll provide exceptional support to our clients, ensuring they have the tools and knowledge to succeed with our innovative technology solutions.

Responsibilities:

• Provide timely and effective technical support to customers via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues for a diverse range of products.
• Document and track customer interactions using our support ticketing system.
• Collaborate with engineering teams to escalat complex issues and provide feedback.
• Conduct product training sessions for customers to enhance their user experience.
• Stay updated on product knowledge and industry trends to offer informed support.
• Assist in creating and maintaining support documentation and FAQs.
• Participate in team meetings to share insights and improve service processes.

Requirements:

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in a technical support or customer service role.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills, both verbal and written.
• Familiarity with troubleshooting methodologies and remote support tools.
• Ability to work independently as well as part of a team.
• Customer-centric attitude with a passion for technology.
• Availability to work flexible hours, including evenings and weekends as needed.

About Us:

Founded over a decade ago, BI-TEK LLC is a leader in providing cutting-edge technology solutions to businesses across various industries. Our commitment to customer satisfaction and innovation has earned us a loyal client base and a reputation for excellence. Employees enjoy a collaborative work environment that fosters growth, creativity, and a strong sense of community.