OVERVIEW

We are seeking a detail-oriented and install-savvy Technical Support Representative to join our team and provide real-time support to team members and customers via our company chat system. In this role, you will assist clients with questions related to installation procedures, troubleshooting, product compatibility, and general technical inquiries. This position requires in-depth knowledge of door and window installation processes and a passion for providing clear, concise, and accurate installation knowledge. Your goal is to ensure a smooth experience and maintain high customer satisfaction.

QUALIFICATIONS

• Proven experience in door and window installation, demonstrating a strong understanding of installation processes and techniques.
• Technical aptitude and ability to understand and explain complex instructions and procedures related to door and window installation.
• Comfortable working in a fast-paced, team-oriented environment.
• Previous experience in a customer service role is highly desirable.
• Strong problem-solving skills and the ability to work independently or as part of a team.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical individuals.

• Identify and diagnose installation-related problems and provide solutions based on technical expertise and product knowledge.
• Respond promptly and professionally to technical installation inquiries via phone, email, or chat.
• Provide feedback to improve support processes and customer experience.
• Collaborate with field and admin team to resolve escalated issues.
• Stay up-to-date with product information, installation techniques, and industry best practices related to doors and windows.
• Identify recurring issues and report them to the appropriate department for improvement.