Technical Support Specialist -Motorization

Springs Window Fashions•Clinton Township, PA

10d•$17 - $19•Onsite

About The Position

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 at Springs Window Fashions. 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. So, 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! Our Team 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. We are 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)

Nice To Haves

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