Technical Support Specialist at Springs… · Montgomery

Summary: Springs Window Fashions is a reliable local employer in the window treatments industry, known for providing exceptional consumer experiences. They are seeking a Technical Support Customer Service Representative to deliver technical support, resolve customer issues, and enhance product knowledge within the team. 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 Required Qualifications: - 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) Preferred Qualifications: - Bilingual (Spanish/English) is a plus Required Skills: Technical support experience, Access control experience, Windows, Office 365 Important Skills: Mechanical/electrical aptitude, CRM systems experience Nice-to-Have Skills: Bilingual (Spanish/English) Benefits: 401K & matching, Quarterly bonus/gainsharing opportunities, Career path advancement opportunities, Employee product discounts, Employee Assistance Programs, Holidays off, Health, Vision, Dental upon hire, Life Insurance, Disability Insurance, Health & Flexible Spending Accounts, Paid Vacation Time upon hire, Paid holidays, Tuition Reimbursement