Technical Support Specialist

Springs Window Fashions•Clinton Township, PA

1d•$19 - $21•Onsite

About The Position

Springs Window Fashions (SWF) is seeking a highly versatile and skilled individual to fill the role of a Technical Support Customer Service Representative for our Motor Blind automations 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, resolving issues.

Requirements

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 ability to 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
Paid comprehensive training provided

Nice To Haves

Access control and Automation experience is an asset
Knowledge of communication protocols is an asset (RS485, RS232, WiFi, etc.)
Bilingual (Spanish/English) is a plus

Responsibilities

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