Hybrid Technical Support Specialist II

at Acuity

• Job title: Technical Support Specialist II
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $48,100 - $86,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Decatur, United States

About the role

• Technical Support Specialist providing customer support for lighting and controls products. Ensuring prompt assistance and promoting brand loyalty via troubleshooting and problem-solving.

Responsibilities

• Ensuring that customers receive industry-leading Technical Support, promoting brand loyalty
• Assisting in remote troubleshooting of performance issues with lighting and controls products
• Assisting with remote programming or re-programming controls products
• Collaborating with Field Service and Warranty teams to provide solutions to field issues
• Assisting with installation and application questions
• Utilizing drawings and bills of material to provide information for replacement parts
• Providing guidance for field modifications of installed products
• Leveraging Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
• Documenting customer interactions in the CRM tool Salesforce
• Continuously increasing product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring

Requirements

• 5 years of work experience in a related field required
• Ability to work remotely from a space with minimal distractions and reliable internet access
• Ability to succeed in a fast-paced environment with a high volume of customer interactions requiring effective multitasking throughout the day
• Demonstrated autonomy, diligence, professionalism, and a sense of responsibility
• Demonstrated excellent communication and interpersonal skills
• Ability to diagnose complex problems through analytical thinking
• Technical aptitude - electrical, wiring, digital/analog controls systems, reading schematics, reading/interpreting wiring diagrams
• Proficiency with computer applications, including Microsoft Office Suite and Salesforce, or a similar CRM
• Lighting and controls experience within a call center environment is preferred
• A technical degree is preferred
• An understanding of the fundamentals of manufacturing is preferred
• Available to work onsite to engage and collaborate with teams and colleagues, visit customers or suppliers, or create moments that matter that require in-person interaction based on business needs (approximately half of the time)

Benefits

• Health care
• Dental coverage
• Vision plans
• 401K benefits
• Commissions/incentive compensation depending on the role