Who are we?

Bit-Wizards is an award-winning software development and IT company that focuses on providing technology solutions for businesses of all sizes across various industries. Founded in 2000 and recognized for excellence at the national, regional, and state levels, Bit-Wizards is the result of a vision to create a company where innovation and creativity flourish. Located on some of the US's most beautiful beaches in Fort Walton Beach, Florida, our office facility boasts an impressive work environment. 
 
We are a group of 60+ creative, dedicated, forward thinkers who love working on new and challenging projects that bring success to our coworkers and clients. Continued professional development is highly encouraged through training opportunities and certification programs paid for by Bit-Wizards. Opportunities for advancement are yours for the creation. 

But wait, there's more! Along with competitive pay and benefits, Bit-Wizards has an award-winning, open, and fun company culture. We offer a host of in-office amenities, a casual dress code environment, monthly social events, and we treat our employees and their family and friends as our own.  

As a six-time recipient of Florida Trend magazine's "Best Company to Work For" and 13-time recipient of Inc. magazine's "Best Workplaces," Bit-Wizards is the place to be! 

This position is full-time and in-house. Applicants must be able to work onsite with our team in our Fort Walton Beach, Florida office. 

This position is full-time and onsite (in-person) at our office in beautiful Fort Walton Beach, Florida.


What will you do? 

You will be communicating with our product customers by email. Your day-to-day role will be answering general questions about our products, troubleshooting customer-reported issues on internet browsers, iOS, and Android devices, and processing customer-ordered records. The Customer Experience team also frequently communicates needs and patterns with our Software Engineering and Marketing teams.


How you'll make an impact: 

We are seeking an empathetic, friendly person who enjoys helping others. Keeping your cool even in the most stressful situations is a must. Your high level of attention to detail, organizational skills, and love of processes, procedures, and checklists will wow your coworkers and customers. 


Position Responsibilities: 

  • Answer emails and electronic support tickets with accuracy, energy, and enthusiasm
  • Become familiar with mobile device layouts, navigation, and troubleshooting of compatible device and browser types. For example, emptying the cache, deleting cookies, rebooting steps, applying bookmarks, etc.
  • Be a team player who takes ownership of projects and tasks, driving them through to completion efficiently 
  • Maintain and manage confidential customer data, records, and other customer documents responsibly 
  • Strive to meet or exceed support team expectations with excellent customer service
  • Maintain a positive and professional attitude to reach team goals and initiatives
  • Appropriately and professionally communicate with upset customers; effectively handle high-stress conflict
  • Follow strict processes and procedures for producing, handling, and shipping confidential documentation
  • Assist with de-escalating level one and level two customers regarding but not limited to the following: answer questions about accounts, billing, and services
  • Take ownership of and resolve customer needs and concerns
  • Try all avenues to solve a customer's issue, but if you can't, explain the why with an empathetic approach
  • Other related customer service duties and responsibilities


Position Requirements: 

  • Must be able to work a schedule of 8 am-5 pm, Monday through Friday, with a 1-hour break.
  • Minimum of a high school diploma, G.E.D., Trade/Vocational School certificate, or equivalent required
  • Experience in customer service such as call centers, retail, reception, etc.
  • Excellent computer skills with the ability to effectively utilize technology and systems
  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions
  • Ability to stay calm under pressure and manage communications with potentially unhappy or frustrated customers 
  • Demonstrate the ability to be empathetic and compassionate toward customers
  • Excellent written, verbal, and listening skills
  • High attention to detail 
  • Must work both independently and collaboratively and complete tasks without direct supervision 
  • Adaptable, proactive, and has a proven ownership thinking mentality 
  • Must be able to lift up to 50 pounds
  • Experience with Microsoft Office programs to include, including but not limited to Outlook, Word, and OneNote 
  • Possess a valid driver's license with reliable transportation. 

If you are interested in the above position, meet the requirements, and are ready to love where you work, it might be time for you to become a Wizard! 

Join Our Magical Team

Apply to be a Product Support Coordinator and maybe you will find out what it's like to Live the Wizard Life!