Business Solutions, Communication Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Distribution Channel, ERP (Enterprise Resource Planning), Follow Through, Identify Issues, Interior Design, Multitasking, Order Management, Presentation/Verbal Skills, Problem Solving Skills, Product Design, Product Reviews, Product Support, Quality Management, Team Player, Technical Sales, Technical Support, Writing Skills
Technical Product Support Specialist
Location: NW Houston, TX
Schedule: Onsite, Monday through Friday, 8:00 AM to 5:00 PM
Our client is a recognized innovator in the luxury home furnishings industry, offering expertly designed products and an exceptional experience for residential customers. They are adding a key support professional to help keep service levels high during a busy period of growth. This is a great opportunity for a customer-focused professional who enjoys solving complex challenges and contributing to a quality-driven organization.
This Role Offers
- Hourly compensation with overtime eligibility
- Comprehensive benefits package featuring health coverage, retirement savings with employer contributions, and additional wellness benefits.
- Stable on-site schedule, Monday through Friday
- High visibility role within a well-established support organization
- Potential for employer sponsored ALA certification after hire
- Opportunity to join a short staffed team where your expertise will have immediate impact
Focus
- Act as the primary point of contact for product inquiries, troubleshooting, and after-sales technical assistance.
- Assist customers and trade partners with installation, assembly, finish, replacement part, and product performance concerns
- Handle a steady daily volume of support activity across phone, email, and chat while maintaining a polished service experience
- Support a broad customer base that includes homeowners, interior designers, builders, architects, distributors, and showroom personnel
- Research and resolve issues by reviewing product specifications, installation materials, order details, and historical case information
- Partner with vendors and internal teams to move cases forward quickly and accurately
- Document interactions, findings, and next steps in business systems such as CRM, ERP, ticketing, or order management platforms
- Escalate complex issues appropriately while maintaining ownership and follow through
- Spot recurring trends and share ideas that can improve product quality, packaging, workflows, and customer outcomes
- Represent the brand with strong communication, sound judgment, and a service first mindset
Skill Set
- Relevant industry experience is required.
- A background in consumer lighting products is required.
- Strong technical product knowledge and troubleshooting ability
- Experience supporting physical products in a customer service, product support, showroom, or related environment
- Comfort working in systems such as D365, CRM, ERP, ticketing, or order management tools
- Excellent verbal and written communication skills
- Professional, luxury minded presentation and customer interaction style
- Able to manage multiple priorities in a fast-paced support setting
- Degree preferred, but not required, relevant experience may substitute
- ALA certification is welcome but not required
Preferred Candidate Profile
- Communicates with confidence and professionalism
- Enjoys helping customers and trade partners solve detailed product issues
- Balances urgency, accuracy, and customer care
- Brings a collaborative mindset and works well across internal and external teams
- Can step into a high priority opening and contribute quickly