Technical Product Support

Jobtailor; North Carolina; On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor in the United States is seeking a technically skilled Customer Support Specialist to join our product team in North Carolina. You will handle inbound calls and emails, guide customers to resolutions, and document product-related inquiries with accuracy.

You will collaborate with Product Managers, Engineering, and the RMA team to ensure data integrity, assist with warranty processing, and help bring new products to market while delivering exceptional service.

Qualifications

• Associate’s degree in engineering or business, or commensurate customer relations/tech support experience.
• Knowledge of CAD or architectural drawing software preferred.
• Electrical, electronic, or lighting-related product knowledge is a plus.
• Effective listening and problem-solving skills.
• General deductive reasoning and systematic troubleshooting skills.
• Understanding of mobile applications and controls.
• Knowledge of customer service principles for handling queries by phone.
• Experience with warranty and complaint processing.
• Strong work ethic and sense of urgency.
• Ability to manage projects from conception to delivery.
• Exceptional organizational skills and keen attention to detail.
• Must be located on Eastern Standard Time.
• Able to travel to headquarters in Lansdale, PA, during the first week for onboarding and training.

Responsibilities

• Receive inbound technical-related phone calls and emails.
• Walk customers through the necessary steps to find resolutions.
• Generate supporting documentation for technical product-related inquiries.
• Assist with advanced sales support for product-related inquiries.
• Collaborate with the RMA department on warranty claims processing.
• Work directly with Product Managers and Engineering to ensure product data is correct and updated.
• Work directly with management to create and maintain timelines with internal and external product team affiliates.
• Help bring new and innovative products to market while offering technical support.

Skills

Customer service principles

Technical support

Project management

CAD software

Problem-solving

Attention to detail

Effective listening

Education

Associate’s degree in engineering

Associate’s degree in business

Tools

Architectural drawing software

Mobile applications

Job description

• Receive inbound technical-related phone calls and emails


• Walk customers through the necessary steps to find resolutions


• Generate supporting documentation for technical product-related inquiries


• Assist with advanced sales support for product-related inquiries


• Collaborate with the RMA department on warranty claims processing


• Work directly with Product Managers and Engineering to ensure product data is correct and updated


• Work directly with management to create and maintain timelines with internal and external product team affiliates


• Help bring new and innovative products to market while offering technical support

Requirements

• Associate’s degree in engineering, business, or commensurate experience in customer relations, technical support, and/or a product development role


• Knowledge of CAD or architectural drawing software preferred


• Electrical, electronic, or lighting-related product knowledge is a plus


• Effective listening and problem-solving skills


• General deductive reasoning and systematic troubleshooting skills


• Understanding of mobile applications and controls


• Knowledge of customer service principles and practices for handling customer queries by phone


• Experience with warranty and complaint processing


• Strong work ethic and sense of urgency


• Ability to take initiative and accomplish goals


• Ability to understand technical products


• Ability to manage projects from conception to delivery


• Exceptional organizational skills and keen attention to detail


• Must be located on Eastern Standard Time


• Able to travel to headquarters in Lansdale, PA, during the first week for onboarding and training

Core Competencies

Demonstrates expertise in customer relations and technical support, with a strong understanding of product development processes and the ability to manage projects effectively. Proficient in utilizing CAD or architectural drawing software and knowledgeable in electrical, electronic, or lighting-related products.

Highest-signal resume keywords

• Customer Service Principles


• Technical Support Experience


• Project Management


• CAD Software Knowledge


• Problem-Solving Skills

Hard Skills

• Technical Support


• Project Management


• CAD Software


• Electrical Product Knowledge


• Systematic Troubleshooting

Soft Skills

• Effective Listening


• Attention to Detail


• Strong Work Ethic


• Initiative


• Organizational Skills

Certifications & Qualifications

• Associate’s Degree in Engineering


• Associate’s Degree in Business

Industry Keywords

• Warranty Processing


• Customer Queries


• Product Development


• Technical Products


• Sales Support

Tools & Technologies

• Architectural Drawing Software


• Mobile Applications