Technical Support Specialist (non-IT)

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 automations Team. This position requires a unique blend of technical expertise, problem-solving abilities, excellent communication skills, and a passion for teaching others.

• 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 Specialists 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

Requirements

• 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)
• Bilingual (Spanish/English) is a plus