About Us: With over 50 years of excellence in crafting custom window fashions, Norman’s quality has made it famous. It’s what drives us to innovate and why you will see it in every detail. Today, we employ over 12,000 employees in over 10 countries with a combined manufacturing footprint of 15 million square feet. Norman products are now sold around the globe. Our transformational journey is a reflection of our core values and our investments to be the best. we are seeking a dedicated and knowledgeable Technical Service Support Specialist to join our team and help us maintain our reputation for excellence.
Job Summary: As a Technical Service Support Specialist at Norman International, you will be the first point of contact for our customers, providing expert assistance and resolving technical issues related to our window treatment products. You will play a vital role in ensuring customer satisfaction by delivering prompt, professional, and efficient support.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues with shutters, blinds, and shades, providing clear and concise solutions.
- Assist customers with installation, operation, and maintenance of our products.
- Escalate complex issues to higher-level support or engineering teams as necessary.
- Maintain accurate records of customer interactions and technical issues in our support ticketing system.
- Collaborate with cross-functional teams to ensure quick resolution of customer issues and improve overall service quality.
- Provide customers with product knowledge and guidance to optimize their use of our window treatments.
- Assist in creating and updating technical documentation and knowledge base articles.
- Continuously monitor and identify trends in customer issues to recommend improvements in processes and products.
Qualifications:
- Proven experience in a technical support role, preferably in the home improvement or window treatment industry.
- Strong troubleshooting skills and a solid understanding of mechanical systems and basic electrical components.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Customer-focused with strong problem-solving abilities and a proactive approach.
- Experience with support ticketing systems and remote support tools.
- Familiarity with installation processes for window treatments is highly desirable.
- Ability to work independently as well as in a team-oriented environment.
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Work Location: In person