Customer Support & Technical Specialist

We are seeking a curious, solution-oriented Customer Support & Technical Specialist who enjoys understanding how products work and helping customers navigate technical questions. This role is not a standard call-center position—it's ideal for someone who naturally investigates issues, collaborates across departments, and thrives in a fast-paced environment where accuracy, professionalism, and product knowledge truly matter.

Key Responsibilities

1. Technical Problem-Solving & Customer Assistance

• Diagnose and resolve customer questions by understanding how products function—beyond reading from a script.

• Provide clear, accurate guidance to customers experiencing issues with flooring tools, tile tools, or installation accessories.

• Develop strong product knowledge to give meaningful, practical answers.

2. Cross-Functional Coordination

• Serve as a “bridge” between customers, Product Management, Sales, and other internal teams.

• Proactively clarify answers, verify details, and keep communication flowing across departments.

• Ensure customer needs, orders, and information move efficiently through the organization.

3. Administrative Accuracy & Task Management

• Manage a variety of administrative tasks including RGAs, export documentation, order entry, backorders, and vendor portal updates.

• Maintain accuracy in high-detail work while navigating multiple systems and data sources.

• Stay organized and steady while handling shifting priorities.

4. Professionalism in High-Volume Situations

• Maintain a calm, patient, and polite demeanor—even when customers escalate.

• Handle a demanding workflow without being overwhelmed or reactive.

• Quickly pivot between tasks while remaining composed.

5. Customer Advocacy

• Identify customer dissatisfaction early and take proactive steps to resolve issues.

• Demonstrate genuine care for the customer experience, not just task completion.

• Ensure customers feel heard, supported, and valued.

6. Technical & System Competency

• Confidently navigate systems including:

  • Windows

  • AS400 or similar ERP platforms

  • EDI

  • Vendor portals

  • Order entry workflows

• Not required to be an IT expert—just comfortable and steady with technology.

7. Product Knowledge & Continuous Learning

• Enjoy learning about flooring-related tools, installation accessories, and their practical use cases.

• Stay engaged with ongoing training and product updates.

• Bonus: Retail or hands-on experience in home improvement, hardware, or tools.

8. Reliability & Professional Conduct

• Demonstrate excellent attendance, punctuality, and follow-through.

• Uphold professionalism in all interactions.

• Understand that other teams depend on timely and accurate work.

Personal Attributes

We provide extensive training and support, so the ideal candidate must also be:

• Highly coachable and open to feedback

• Receptive to constructive criticism

• Able to take direction without defensiveness

• Emotionally mature and growth-oriented

• Interested in continuous improvement and process refinement

Ideal Candidate Profile

A successful candidate is curious, calm under pressure, detail-oriented, tech-steady, and genuinely invested in helping customers. They enjoy figuring things out, building bridges across teams, and learning the ins and outs of our products.

$19/hr.