Technical Support Specialist

$49,920 - $62,400/Yr

South-Tek Systems - Wilmington, NC

Full-time

Wilmington, NC

Repair and Maintenance

About the position

The Technical Support Specialist at South-Tek Systems is responsible for providing technical assistance and support to customers and internal teams. This role is crucial for ensuring prompt and efficient resolution of technical issues related to nitrogen generation systems, which are essential for various industrial, commercial, and military applications. The ideal candidate will possess strong problem-solving skills and a customer service orientation, effectively communicating technical information to users.

Responsibilities

• Provide technical support and troubleshooting assistance via phone, email, chat, or in-person to customers experiencing hardware or mechanical issues.
• Diagnose and resolve technical issues related to installation, configuration, usage, and compatibility.
• Collaborate with cross-functional teams, including engineers and quality assurance, to escalate and resolve complex technical issues.
• Document and track customer interactions, issues, and resolutions using a ticketing system.
• Conduct remote troubleshooting sessions to assist customers with system setup, commissioning, and maintenance.
• Assist in the development and maintenance of technical support documentation, including FAQs, knowledge-based articles, and troubleshooting guides.
• Stay current with product updates, new technologies, and industry trends to provide effective technical support and recommendations.
• Provide training and guidance to customers on product features, best practices, and troubleshooting techniques.
• Participate in on-call rotations and provide after-hours technical support as needed.
• Continuously seek opportunities to improve processes and enhance the overall customer support experience.

Requirements

• Proven experience in a technical support role, preferably in an industrial, fire protection, or compressed air company.
• Strong understanding of computer systems, ERPs, and Microsoft Office Suite.
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues independently.
• Exceptional communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Proficiency in using help desk software and ticketing systems to manage and track customer interactions.
• Ability to work well under pressure in a fast-paced environment and prioritize multiple tasks effectively.
• Customer-focused attitude with a commitment to providing outstanding service and support.

Benefits

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