Technical Support Specialist; non-IT

Description

The Best Experience Company. Our tagline is "The Best Experience Company." More than just a set of words, it represents the essence of who we are. As North America’s premier window covering company, we’re committed to creating the Best Experience for our associates, consumers and end users, business partners, and communities. We want you to join our team of passionate self‑starters who believe the world is full of Best Experience opportunities.

If you’re excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you.

At Springs Window Fashions, our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers and consumers.

$18.50 - $20.50 an hour with opportunities for continued advancement.

• 401K matching
• Quarterly bonus/gain sharing opportunities
• Career path advancement opportunities
• Employee product discounts
• Employee Assistance Programs
• Holidays off

• Health, vision, and dental upon hire
• Life Insurance
• Disability Insurance
• Health & Flexible Spending Accounts
• Paid Vacation Time upon hire
• Paid holidays
• Tuition Reimbursement

• Monthly pop-up events/competitions (various in nature)
• Pizza parties
• Donut day
• Holiday luncheons
• Annual Customer Service Week Celebration in October

We are seeking a highly versatile and skilled individual to fill the role of a Technical Support Customer Service Representative for our Motor Blind automation Team. This position requires a unique blend of technical expertise, problem‑solving abilities, excellent communication skills, and a passion for teaching others. The successful candidate will play a pivotal role in providing exceptional technical support to our customers while resolving issues.

• Technical support & internal and external product support by phone and emails
• Provide step‑by‑step instructions to fix technological issues
• Access instruction manuals to help users utilize their software properly
• Acquire and transfer product knowledge (product specific functions) to sales team and customer
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information, issues, and solutions using CRM and other software
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Product Specialist to ensure and find solutions to more complex issues
• Participate in training sessions to expand either product or process knowledge and understanding of company operations

• College and/or high school diploma required with proven career path to excellence in customer support
• Past experience in a technical support role
• Access control and automation experience is an asset
• Tech savvy (Android, iOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite

• Mechanical/electrical aptitude and ability to use tools
• Knowledge of communication protocols is an asset (RS485, RS232, WiFi, etc.)
• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and adapt to change
• Proven experience with problem solving skills to deliver highest level of service excellence
• Ability to work both independently and as part of a best‑in‑class team
• Self‑motivated, ability to thrive in a fast‑moving, constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multi‑task, prioritize and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive…