Technical Support Specialist
Screen Innovations
Austin, TX
Full-time
Posted Mar 19, 2026
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via Glassdoor
Job Description
t Specialist initiates, coordinates, and executes technical support for our dealers and installers in the audio/video, shading, and window covering industry. This role serves as a primary point of contact for our dealer network, providing expert-level assistance with product installation, programming, and troubleshooting across our screen and shade product lines. You will also contribute to content creation, product testing, and cross-functional collaboration to continuously improve the customer experience.
Key Responsibilities
• Provide technical support to dealers via phone, email, and live chat, including installation guidance, programming assistance, and troubleshooting
• Answer and handle telephone calls in a professional and timely manner; take accurate and detailed notes with a high degree of professionalism and courtesy
• Exercise considerable judgment and discretion in handling support-related inquiries
• Create and manage support cases; coordinate replacement parts and product orders through the sales order process, ensuring products ship in a timely manner
• Coordinate and schedule troubleshooting appointments, ensuring all parties are informed and kept abreast of schedules
• Follow up with dealers regarding open support cases to ensure timely resolution
• Develop content for the AI Help Center, including knowledge base articles, how-to videos, and training materials
• Maintain and test demo systems and products to ensure up-to-date knowledge of current product lines
• Collaborate with engineering, production, sales, and other internal teams to identify issues, drive resolutions, and relay field feedback
• Assist the sales team with technical inquiries, product recommendations, and dealer support as needed
• Generate and edit Excel spreadsheets with data, charts, and graphs for support metrics and reporting
• Perform data entry for support figures, metrics, and other relevant information to maintain organized and accessible records
What We Offer
• The opportunity to work with industry-leading products in a growing company
• A collaborative team environment where your input and expertise are valued
• Room to grow and develop your career within the organization
• Hands-on experience with cutting-edge screen and shade technologies
Qualifications
Required:
• Two or more years of related experience in the AV (audio/video) or motorized shading industry; hands-on installation experience strongly preferred
• Technical or mechanical background with strong problem-solving and analytical skills
• Excellent customer service and interpersonal skills with a professional and polite phone demeanor
• Strong written and verbal communication skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to manage priorities and workflow in a fast-paced environment
• Reliable, punctual, and self-motivated with a strong work ethic
• Creative, flexible, and innovative team player with a commitment to excellence
• Willingness to learn new products, technologies, and processes and grow with the company
• High school diploma or equivalent
Preferred:
• Familiarity with Screen Innovations and/or Shade Innovations product lines
• Prior experience in a technical support or help desk role
• Experience with CRM or case management systems
Key Responsibilities
• Provide technical support to dealers via phone, email, and live chat, including installation guidance, programming assistance, and troubleshooting
• Answer and handle telephone calls in a professional and timely manner; take accurate and detailed notes with a high degree of professionalism and courtesy
• Exercise considerable judgment and discretion in handling support-related inquiries
• Create and manage support cases; coordinate replacement parts and product orders through the sales order process, ensuring products ship in a timely manner
• Coordinate and schedule troubleshooting appointments, ensuring all parties are informed and kept abreast of schedules
• Follow up with dealers regarding open support cases to ensure timely resolution
• Develop content for the AI Help Center, including knowledge base articles, how-to videos, and training materials
• Maintain and test demo systems and products to ensure up-to-date knowledge of current product lines
• Collaborate with engineering, production, sales, and other internal teams to identify issues, drive resolutions, and relay field feedback
• Assist the sales team with technical inquiries, product recommendations, and dealer support as needed
• Generate and edit Excel spreadsheets with data, charts, and graphs for support metrics and reporting
• Perform data entry for support figures, metrics, and other relevant information to maintain organized and accessible records
What We Offer
• The opportunity to work with industry-leading products in a growing company
• A collaborative team environment where your input and expertise are valued
• Room to grow and develop your career within the organization
• Hands-on experience with cutting-edge screen and shade technologies
Qualifications
Required:
• Two or more years of related experience in the AV (audio/video) or motorized shading industry; hands-on installation experience strongly preferred
• Technical or mechanical background with strong problem-solving and analytical skills
• Excellent customer service and interpersonal skills with a professional and polite phone demeanor
• Strong written and verbal communication skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to manage priorities and workflow in a fast-paced environment
• Reliable, punctual, and self-motivated with a strong work ethic
• Creative, flexible, and innovative team player with a commitment to excellence
• Willingness to learn new products, technologies, and processes and grow with the company
• High school diploma or equivalent
Preferred:
• Familiarity with Screen Innovations and/or Shade Innovations product lines
• Prior experience in a technical support or help desk role
• Experience with CRM or case management systems
Qualifications
- • Technical or mechanical background with strong problem-solving and analytical skills
- • Excellent customer service and interpersonal skills with a professional and polite phone demeanor
- • Strong written and verbal communication skills
- • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- • Ability to manage priorities and workflow in a fast-paced environment
- • Reliable, punctual, and self-motivated with a strong work ethic
- • Creative, flexible, and innovative team player with a commitment to excellence
- • Willingness to learn new products, technologies, and processes and grow with the company
- • High school diploma or equivalent
Benefits
- • The opportunity to work with industry-leading products in a growing company
- • A collaborative team environment where your input and expertise are valued
- • Room to grow and develop your career within the organization
- • Hands-on experience with cutting-edge screen and shade technologies
Responsibilities
- • The Technical Support Specialist initiates, coordinates, and executes technical support for our dealers and installers in the audio/video, shading, and window covering industry
- • This role serves as a primary point of contact for our dealer network, providing expert-level assistance with product installation, programming, and troubleshooting across our screen and shade product lines
- • You will also contribute to content creation, product testing, and cross-functional collaboration to continuously improve the customer experience
- • Provide technical support to dealers via phone, email, and live chat, including installation guidance, programming assistance, and troubleshooting
- • Answer and handle telephone calls in a professional and timely manner; take accurate and detailed notes with a high degree of professionalism and courtesy
- • Exercise considerable judgment and discretion in handling support-related inquiries
- • Create and manage support cases; coordinate replacement parts and product orders through the sales order process, ensuring products ship in a timely manner
- • Coordinate and schedule troubleshooting appointments, ensuring all parties are informed and kept abreast of schedules
- • Follow up with dealers regarding open support cases to ensure timely resolution
- • Develop content for the AI Help Center, including knowledge base articles, how-to videos, and training materials
- • Maintain and test demo systems and products to ensure up-to-date knowledge of current product lines
- • Collaborate with engineering, production, sales, and other internal teams to identify issues, drive resolutions, and relay field feedback
- • Assist the sales team with technical inquiries, product recommendations, and dealer support as needed
- • Generate and edit Excel spreadsheets with data, charts, and graphs for support metrics and reporting
- • Perform data entry for support figures, metrics, and other relevant information to maintain organized and accessible records