Technical Support Specialist

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

$16.65 - $18.65 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

Life Insurance

Disability Insurance

Health & Flexible Spending Accounts

Paid Time Off

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…

• Popsicle Parades

• Pizza Parties

The list goes on…

• Holiday Luncheons

• Annual Customer Service Week Celebration in October

Job Duties Summary

• Inbound Contacts - no sales calls or cold calling

• Provide technical support via email, instant messaging or over the phone

• Assist with basic product training

Pre-Sales Support to assist with product and install questions

• Order Entry: Including - Samples, quotes, and new orders

• Assist with project planning - evaluating product and motor solutions to meet customers' needs

Post-Sales Support

• Issue credits, trip charges and return authorizations

• Communicate issues/concerns on product/options to product teams or customer service support staff/management

• Participate in training sessions to expand either product or process knowledge and understanding of company operations

• Assist internal/external customers with the following for motorized blinds and shades

• Programming/set up remotes, apps, gateways

• Troubleshooting of remotes, apps, gateways or product installation questions

Requirements

Education and Experience

• High School Diploma required

Skills

• Good communication skills (written, oral, listening, approachable)

• Ability to build relationships with customers

• Good analytical/critical thinking skills

• Multitasking skills

• Reliability

• Basic computer skills

• Understands how to use smart phones/tablets and apps

• Basic understanding of Wi-Fi routers and Wi-Fi networks

• General troubleshooting ability, able to methodically trace issues to identify root cause

• Ability to verbally guide customers in performing programming or troubleshooting procedures effectively

• Ability to clearly describe products, features and function

• Ability to problem solve efficiently

• Ability to teach others in a classroom style setting

Paid comprehensive training provided

• Product

• Systems

• Account

Physical Requirements

• Work conditions are normal for an office environment