Technical Support Specialist I
$41,600–$74,900 year
HybridDecatur, Georgia, United States
Job Summary
Provide superior technical support and deliver exceptional customer experiences to both internal and external customers. Serve as the first point of contact for troubleshooting and resolving technical issues via email and phone, ensuring prompt and effective assistance. Assist in remote troubleshooting of performance issues with lighting and controls products, collaborate with the Warranty team to provide solutions to field issues, and assist with installation and application questions. Utilize drawings and bills of material to provide information for replacement parts and provide guidance for field modifications of installed products. Leverage Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed, while documenting customer interactions in the Customer Relationship Management tool. Continuously increase product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing.
Required Qualifications
- 2 years of work experience in a related field
- Ability to work remotely from a space with minimal distractions and reliable internet access
- Ability to work 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
- Computer applications - Microsoft Office Suite, Salesforce (or similar CRM)
- 1-20% travel
Desired Qualifications
- Lighting experience
- Controls experience
- Call Center experience
- Technical degree
- Understanding of the fundamentals of manufacturing
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