Technical Support Specialist -Motorization

Description

The Best Experience Company's tagline is "The Best Experience Company." We are North America's premier window covering company, dedicated to creating the Best Experience for our associates, consumers, and end users, business partners, and communities. If you're excited about joining our team of passionate self-starters, we want to hear from you!

Our Team

• Our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service.
• We offer competitive compensation, flexible work schedules, and a range of benefits including 401K matching, quarterly bonuses, gainsharing opportunities, career advancement, and more.
• We strive to create a fun and engaging work environment with monthly pop-up events and competitions.

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 automation 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, and handling customer complaints.
• They will also build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions.
• The candidate will accurately gather and record customer information, issues, and solutions using CRM and other software.
• They will work with Product Specialists to ensure and find solutions to more complex issues.
• Participation in training sessions to expand either product or process knowledge and understanding of company operations is expected.

Requirements

• A college and/or high school diploma 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 (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 adapt to change.
• Proven experience with problem-solving skills to deliver highest level of service excellence.
• Self-motivated, able 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.
• Bilingual (Spanish/English) is a plus.

Skills

• Product Systems Account.
• Physical Requirements: Normal for an office environment - hours for this role are 10:00 am - 6:30 pm, or 11:30 am - 8pm Monday - Friday.