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Technical Support Specialist

2 months ago

Montgomery, Pennsylvania, United States Springs Window Fashions Full time
About Springs Window Fashions

Springs Window Fashions is a reputable and established company in the window treatments industry, with a rich history dating back to 1939. Our products are widely available in major retailers, designer showrooms, and commercial buildings, and we take pride in being a privately owned company with a diverse portfolio of brands, including Bali, Graber, Sunsetter, and Mecho.

Our Team

Our Customer Service team is comprised of dedicated and passionate individuals who strive to provide exceptional experiences for our customers, channel partners, and associates. We believe in fostering a fun and engaging work environment, where we encourage teamwork, creativity, and continuous learning.

Job Summary

We are seeking a highly skilled and versatile individual to join our Motor Blind Automation Team as a Technical Support Customer Service Representative. 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 building sustainable relationships of trust.

Key Responsibilities
  • Provide technical support and internal and external product support via phone and email
  • Offer 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 teams 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, 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 Specialists to ensure and find solutions to more complex issues
  • Participate in training sessions to expand product or process knowledge and understanding of company operations
Requirements
  • College and/or High School Diploma required, with a proven career path to excellence in customer support
  • Past experience in a technical support role
  • Access control and Automation experience is an asset
  • Tech-savviness (Android, IOS, Smart Home Technology)
  • Proficiency in Windows and Office 365 suite
Physical Requirements
  • Work conditions are normal for an office environment