Technical Support Specialist

About Screen Innovations

Screen Innovations is a leader in premium projection screens and motorized shading solutions. We design, manufacture, and support products that transform residential and commercial spaces. Our dealer network relies on our technical support team to deliver exceptional service at every stage—from installation to long-term product support.

Role Summary

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.

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