Technical Support Specialist — Flexible Hours & Impact

BI-TEK LLC

Charlotte (NC)

On-site

USD 38,000 - 52,000

Full time

14 days+

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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.