Technical Support Specialist - Troubleshooting for ...

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 TeamAt 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 SchedulesBenefits offered -All associates:401K & matchingQuarterly bonus/gainsharing opportunitiesCareer path advancement opportunitiesEmployee product discountsEmployee Assistance ProgramsHolidays offFull time associates:Health,Vision,Dental upon hireLife InsuranceDisability InsuranceHealth & Flexible Spending AccountsPaid Vacation Time upon hirePaid holidaysTuition ReimbursementWe 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 DayThe list goes on…*Holiday Luncheons*Annual Customer Service Week Celebration in OctoberJob Duties SummaryWe 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 emailsProvide step-by-step instructions to fix technological issuesAccess instruction manuals to help users utilize their software properlyAcquire and transfer product knowledge (product specific functions) to sales team and customerHandle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolutionBuild sustainable relationships of trust through open and interactive communication by actively listening and asking the right questionsAccurately gather and record customer information, issues, and solutions using CRM and other softwareFollow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standardsWork with Product Specialist to ensure and find solutions to more complex issuesParticipate in training sessions to expand either product or process knowledge and understanding of company operationsEducation and ExperienceCollege and/or High School Diploma required with proven career path to excellence in customer supportPast experience in a technical support role Access control and Automation experience is an assetTech savvy (Android, IOS, Smart Home Technology)Proficiency in Windows and Office 365 suiteSkillsMechanical/electrical aptitude and ability to use toolsKnowledge 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 customersExceptional 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 excellenceAbility to work both independently and as part of a best-in-class teamSelf- motivated, ability to thrive in a fast- moving, and constantly evolving environmentEnthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyaltyAbility to multi-task, prioritize and manage time effectivelyStrong phone skills and active listeningAccept constructive criticism and customer feedback regarding their experiencePositive attitude, willingness to learn, team player, outgoing, patient, and genuineExperience with CRM systems and practices (Salesforce, SAP)Bilingual (Spanish/English) is a plusPaid comprehensive training providedProductSystemsAccountPhysical RequirementsWork conditions are normal for an office environment

Created: 2026-01-30