Customer Care Representative - Tech Support

Ferguson Enterprises, Inc.; Corona, Northern (CA, KY); Hybrid; USD 21,000 - 37,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Job summary

The Minka Group is seeking a Tech Support Representative to assist customers with product questions, installation guidance, troubleshooting, replacement part needs, and technical concerns. You will gather complete information, take ownership, and work toward long-term resolutions with patience.

Ideal candidates have at least one year of related experience, strong communication skills, and the ability to explain technical information clearly.

Qualifications

• At least one year of related experience and/or training.
• Ability to learn and retain basic knowledge of electrical wiring, product installation, and troubleshooting.
• Strong communication skills to explain technical information clearly to customers.
• Ability to stay patient and professional in challenging interactions.

Responsibilities

• Help customers troubleshoot Minka products using basic electrical wiring and product knowledge.
• Answer installation-related questions for Minka lighting fixtures and ceiling fans.
• Assist customers by phone with technical issues, orders, returns, shipments, product questions, and other service-related needs.
• Gather complete and accurate information to process customer requests from beginning to end and reduce back-and-forth.
• Take ownership of customer concerns and work toward effective, long-term resolution.
• Support customers through difficult or frustrating situations with patience and professionalism.
• Partner with distributors, sales representatives, and internal teams to help make it easier for customers to do business with Minka.
• Enter orders for replacement parts and/or complete fixtures as needed.
• Share feedback with the company and Quality Assurance Department regarding service issues, product concerns, or customer trends.
• Identify potential issues, gaps, or trends early and proactively communicate them to the appropriate team for follow-up.

Skills

Customer service

Troubleshooting

Electrical wiring basics

Communication

De-escalation

Job description

**Job Posting:**The Minka Group has grown to become a leader in the decorative lighting and fan industries. As a company, we pride ourselves on the quality and workmanship of each and every fixture we produce. With people and distribution operating on two continents, the Minka Group family of businesses is leading the way in product design, knit together by a single level of quality over a broad range of price points. # About the Role Minka is looking for a Tech Support Representative to support customers with product questions, installation guidance, troubleshooting, replacement part needs, and technical concerns. This role is an important part of the Customer Care team and helps create a positive customer experience by making it easier to do business with Minka. The ideal candidate is patient, helpful, solution-focused, and comfortable taking ownership of customer needs from start to finish. We are looking for someone who can be a one-stop shop for customers, communicate clearly, and stay proactive rather than reactive when solving problems. # What You’ll Do * Help customers troubleshoot Minka products using basic electrical wiring and product knowledge.* Answer installation-related questions for Minka lighting fixtures and ceiling fans.* Assist customers by phone with technical issues, orders, returns, shipments, product questions, and other service-related needs.* Gather complete and accurate information to process customer requests from beginning to end and reduce unnecessary back-and-forth.* Take ownership of customer concerns and work toward effective, long-term resolution whenever possible.* Support customers through difficult or frustrating situations with patience, professionalism, and strong de-escalation skills.* Partner with distributors, sales representatives, and internal teams to help make it easier for customers to do business with Minka.* Enter orders for replacement parts and/or complete fixtures as needed.* Share feedback with the company and Quality Assurance Department regarding service issues, product concerns, or customer trends.* Identify potential issues, gaps, or trends early and proactively communicate them to the appropriate team for follow-up. # What We’re Looking For * At least one year of related experience and/or training, or an equivalent combination of education and experience.* Ability to learn and retain basic knowledge of electrical wiring, product installation, and troubleshooting.* Strong communication skills with the ability to explain technical information in a clear, customer-friendly way.* Ability to remain patient, professional, and solution-focused during lengthy or challenging customer interactions.* Strong attention to detail and the ability to gather accurate information before taking action.* Ability to work independently and as part of a team.* Good judgment, common sense, and the ability to make proactive decisions that support the customer experience.* A customer-first mindset with a focus on ownership, accountability, and follow-through. # Why This Role Matters This role is important because customers often rely on Tech Support to help them understand products, resolve concerns, and get the right next step. By being helpful, clear, and responsive, you will help make the customer experience easier and more positive. At The Minka Group, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more! -**Pay Range:**-$15.00 - $27.93-***Estimated Ranges displayed are Monthly for Salaried roles* OR *Hourly for all other roles.***-This role is Bonus or Incentive Plan eligible.-Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.-*The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.**Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.*