Technical Product Support Specialist

keystonetech; Charleston (SC); On-site; USD 52,000 - 76,000; Full time

Job summary

Keystone Technologies is seeking a Product Support Associate to join the Product Development Team. You will assist customers, provide technical support, and help bring new and improved products to market, aligning with our Light Made Easy promise.

You will handle inbound technical inquiries, generate documentation, and collaborate with Product Managers and Engineering to ensure accurate product data and timely responses. A relevant associate degree and strong problem-solving skills are required.

Qualifications

• 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.
• Have effective listening and problem-solving skills.
• Strong ability for general deductive reasoning, systematic troubleshooting and understanding of mobile applications and controls.
• Knowledge of customer service principles and practices to utilize them for handling customer queries on the phone.
• Experience with warranty and complaint processing.
• Have a strong work ethic and sense of urgency with ability to take initiative and accomplish goals.
• Have the propensity to understand technical products.

Responsibilities

• Receiving inbound technical-related phone calls and emails and walking customers through the necessary steps to find a resolution.
• Generating supporting documentation for technical product related inquiries.
• Assisting in advanced sales support for product related inquiries.
• Collaborating with RMA department on warranty claims processing.
• Working directly with Product Managers and Engineering to ensure that product data is correct and updated.
• Working directly with management to create and maintain timelines with internal and external product team affiliates.

Skills

Listening skills

Problem solving

Deductive reasoning

Troubleshooting

CAD

Customer service

Warranty processing

Project management

Organizational skills

Attention to detail

Mobile apps/controls

Education

Associate’s degree in engineering, business, or commensurate experience

Tools

CAD software

Job description

Keystone Technologies is seeking a Product Support Associate to join the Product Development Team. You will assist customers, provide technical support, and help bring new and improved products to market, aligning with our Light Made Easy promise.

You will handle inbound technical inquiries, generate documentation, and collaborate with Product Managers and Engineering to ensure accurate product data and timely responses. A relevant associate degree and strong problem-solving skills are required.