Technical Support Specialist
Posted 3 weeks ago
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Upload Your ResumeAbout This Role
Provide exceptional technical support for motorized window blind automation and integration with home automation solutions. This role requires technical expertise, problem-solving skills, and excellent communication to guide customers and transfer product knowledge.
Responsibilities
- Provide technical support and product assistance via phone and email
- Give step-by-step instructions to resolve technological issues
- Access instruction manuals to help users properly operate software
- Acquire and transfer product knowledge to the sales team and customers
- Handle customer complaints, providing solutions and ensuring resolution
- Build sustainable trust relationships through active listening and effective questioning
- Accurately record customer information, issues, and solutions using CRM and other software
- Maintain consistent open/closed ticket numbers and adhere to service level standards
- Collaborate with Product Specialists to find solutions for complex issues
- Participate in training sessions to expand product and process knowledge
Requirements
- College and/or High School Diploma required with proven career path to excellence in customer support
- Past experience in a technical support role
- Tech savvy (Android, iOS, Smart Home Technology)
- Proficiency in Windows and Office 365 suite
- Mechanical/electrical aptitude and ability to use tools
- Excellent written and communication skills
- Exceptional organizational skills and ability to prioritize
- Proven experience with problem solving skills
- Ability to multi-task, prioritize and manage time effectively
- Strong phone skills and active listening
- Experience with CRM systems and practices
Qualifications
- College and/or High School Diploma required
- Past experience in a technical support role
Nice to Have
- Access control and Automation experience
- Knowledge of communication protocols (RS485, RS235, WiFi)
- Bilingual (Spanish/English)
Skills
* Required skills
Benefits
About Springs Window Fashions
SWF is/has been a reliable local employer in the window treatments industry since 1939. Our products are available in nearly every major retailer, in thousands of designer showrooms and showcased in large commercial buildings. Our company is privately owned with products marketed across a broad port...