Technical Support Specialist

South-Tek Systems is searching for an Technical Support Specialist to join our team in Wilmington, NC !

South-Tek Systems is a leading manufacturer of Mission Critical nitrogen generation systems for industrial process, commercial, and military applications.

South-Tek’s innovative products and systems deliver Expertise, Control and Performance for our customers, enabling them to generate nitrogen on-premise, reducing costs while ensuring reliability and safety.

We are seeking a highly skilled and motivated Technical Support Specialist to join our team. The ideal candidate will be responsible for providing technical assistance and support to our customers and internal teams.

This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to communicate technical information effectively.

The Technical Support Specialist will play a critical role in ensuring our customers receive prompt and efficient resolution to their technical issues.

Benefits :

• Pay : $24-$30 p / h, dependent on experience & responsibilities
• Health, dental, vision insurance
• 401k with employee match
• Paid Time Off
• Paid Holidays

Job 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.

Qualifications :

• 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.

At South-Tek, we design, engineer and manufacture on-demand Nitrogen generation equipment that delivers the exact purity and flowrate applications require.

Our team is committed to providing innovative, highly engineered, quality, and cost-effective Nitrogen Generator systems to meet our customer’s requirements.