Hybrid Technical Support Specialist – Lighting & Controls

Acuity Inc.; Decatur (GA); On-site; USD 55,000 - 65,000; Full time

Job summary

Acuity Inc. in Decatur, GA is seeking a dedicated Technical Support Specialist to join our customer‑focused team.

You will be the first point of contact for troubleshooting and resolving technical issues by email and phone, delivering prompt, effective assistance while upholding our reputation for service and technical excellence. This hybrid on‑site role requires strong problem solving, collaboration with the Warranty group, and ongoing product knowledge through training.

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.
• Demonstrated autonomy, diligence, professionalism, and a sense of responsibility.
• Demonstrated excellent communication and interpersonal skills.
• Ability to diagnose complex problems through analytical thinking.

Responsibilities

• Ensure that customers receive industry-leading Technical Support promoting brand loyalty.
• Assist in remote troubleshooting of performance issues with lighting and controls products.
• Collaborate with the Warranty team to provide solutions to field issues.
• Assist with installation and application questions.
• Utilize drawings and bills of material to provide information for replacement parts.
• Provide guidance for field modifications of installed products.
• Leverage Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed.
• Document customer interactions in Customer Relationship Management tool (Salesforce).
• Continuously increase product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring.

Skills

Remote work

Multitasking

Autonomy

Communication

Analytical thinking

Tools

Salesforce

Job description

Acuity Inc. in Decatur, GA is seeking a dedicated Technical Support Specialist to join our customer‑focused team.

You will be the first point of contact for troubleshooting and resolving technical issues by email and phone, delivering prompt, effective assistance while upholding our reputation for service and technical excellence. This hybrid on‑site role requires strong problem solving, collaboration with the Warranty group, and ongoing product knowledge through training.