Technical Support Specialist -Motorization

Description

We are a premier North American window covering company and we are looking for a Technical Support Customer Service Representative for our Motor Blind Automations Team. This role 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, resolving issues and improving customer satisfaction.

$17.15 – $19.15 an hour with opportunities for continued advancement.

• 401(k) & matching
• Quarterly bonus and gain‑sharing opportunities
• Career path advancement opportunities
• Employee product discounts
• Employee Assistance Programs
• Holidays off
• Health, Vision, Dental upon hire
• Life Insurance
• Disability Insurance
• Health & Flexible Spending Accounts
• Paid Vacation Time upon hire
• Paid holidays
• Tuition Reimbursement

• Technical support and internal/external product support by phone and email
• Provide step‑by‑step instructions to fix technological issues
• Access instruction manuals to help users utilize their software properly
• Acquire and transfer product knowledge to sales team and customers
• Handle customer complaints, provide appropriate solutions and alternatives within 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 and 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 attitude, willingness to learn, team player, outgoing, patient, and genuine
• Experience with CRM systems and practices (Salesforce, SAP)
• Bilingual (Spanish/English) is a plus

• Product
• Systems
• Account

• Work conditions are normal for an office environment – hours are 10:00 a.m. – 6:30 p.m. or 11:30 a.m. – 8:00 p.m., Monday through Friday

Our core value: we do the right thing, always.

• Empowerment – We trust our people.
• Ownership – We take 100% responsibility for our roles, actions, and results.
• Leadership – We all lead by example and talk directly with respect (DWR).
• One Team – We are One Springs Team.
• Customer First – We consider our customers' needs before every decision.
• Continuous Innovation – We are constantly learning, innovating, and improving.
• Speed – We define priorities and operate with a sense of urgency and agility.