Technical Support Specialist (non-IT)

Description

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 portfolio of brands including Bali, Graber, Sunsetter and Mecho. We pride ourselves as “The Best Experience Company”, striving to provide the best experience for our consumers, channel partners and associates.

Our Team

At SWF, our friendly & talented CS team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers/consumers.

Salary

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

Flexible Work Schedules

Benefits offered –

All associates:

401K & matching

Quarterly bonus/gainsharing opportunities

Career path advancement opportunities

Employee product discounts

Employee Assistance Programs

Holidays off

Full time associates:

Health, Vision, Dental upon hire

Life Insurance

Disability Insurance

Health & Flexible Spending Accounts

Paid Vacation Time upon hire

Paid holidays

Tuition Reimbursement

We strive to create a fun and engaging work environment. We do fun things like..

* Monthly pop up events/competitions (various in nature) like…

* Pizza Parties

* Donut Day

The list goes on…

 *Holiday Luncheons

 *Annual Customer Service Week Celebration in October

   Job Duties Summary

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.

• 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

Requirements

Education and Experience

• 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

Skills

• 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

• Product
• Systems
• Account

Physical Requirements

• Work conditions are normal for an office environment