2 results for It Support Engineer in Charlotte, NC

Product Support Representative

Cornelius, NC
onsite
Contract / Temporary to Hire
16.625 - 19.25 USD / Hourly
We are seeking a Product Support Representative to join our team in Cornelius. This is a fully on-site position with the hours of 10-6 Monday-Friday. A good fit for the role has interest in the stock market and learning more about it! The Product Support Representative serves as the primary point of contact for both prospective and current customers in a subscription‑based environment. This role supports users with product navigation, technical troubleshooting, and billing inquiries while ensuring a seamless, positive customer experience. Representatives play a critical role in customer satisfaction, retention, and upselling by providing timely, accurate, and empathetic support across phone, email, and chat.In this role, you will help customers understand and utilize the system, assist with account and billing needs, troubleshoot software issues, document interactions in the CRM, and collaborate with internal teams to improve products and processes. You will also maintain continual knowledge of market trends, stock market activity, and educational content to better serve users. Key Responsibilities:Customer Support & Communication<ul><li>Respond to customer inquiries via phone, email, and chat regarding product use, troubleshooting, and billing.</li><li>Answer all assigned communications promptly and professionally.</li><li>Verify customer information in every interaction.</li><li>Provide accurate, timely product guidance, training, and technical support.</li><li>Deliver empathetic support to drive customer satisfaction and retention.</li><li>Identify upselling opportunities for products, services, and courses.</li></ul>Billing & Account Management<ul><li>Process customer orders, account updates, and payment method changes.</li><li>Escalate billing concerns to the Billing Department.</li><li>Escalate non-standard refunds to the Product Support Manager.</li></ul>Technical Troubleshooting & Escalation<ul><li>Troubleshoot technical issues within your scope.</li><li>Escalate complex issues to Product Development through proper channels.</li></ul>Documentation & CRM Management<ul><li>Log all customer interactions, issues, and resolutions accurately.</li></ul>Internal Collaboration<ul><li>Communicate customer feedback and recurring issues to leadership.</li><li>Support product improvements through beta testing and feedback.</li><li>Moderate live streams, webcasts, and educational sessions as needed.</li></ul>Product & Market Knowledge<ul><li>Stay up to date on market conditions, educational content, and active promotions.</li><li>Participate in training plans, paper trading, and company portfolio contests.</li></ul>Process & Product Improvement<ul><li>Suggest improvements for literature, products, website content, and processes.</li><li>Report any identified errors to management.</li></ul>
2026-03-04T00:00:00Z

Help Desk Tier I

Charlotte, NC
onsite
Temporary
22 - 27 USD / Hourly
We are looking for a dependable and customer-focused Help Desk Technician to support day-to-day IT operations in a fast-paced environment. This role provides frontline technical support for hardware, software, and connectivity issues while delivering exceptional customer service.Key Responsibilities:<ul><li>Respond to and resolve support tickets for desktops, laptops, and peripherals</li><li>Troubleshoot Windows OS, Microsoft 365, and basic networking issues</li><li>Manage Active Directory tasks (password resets, unlocks, group permissions)</li><li>Support printers, mobile devices, and remote users</li><li>Escalate complex issues to Tier 2 or Tier 3 teams</li><li>Document troubleshooting steps and maintain accurate ticket updates</li><li>Assist with hardware deployments and workstation setups</li></ul>
2026-02-23T00:00:00Z