Technical Product Support Specialist - Hybrid/Remote

keystonetech; Lansdale (Montgomery County); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with company match

Paid time off

Philanthropic opportunities

Job summary

Keystone Technologies, a leading lighting solutions provider headquartered in the Greater Philadelphia area, seeks a Product Support Associate to join the Product Development Team. This role focuses on bringing new products to market while delivering exceptional technical support to customers under the Light Made Easy promise.

You will handle inbound technical inquiries, generate documentation, and collaborate with Product Managers, Engineering, and the RMA team to ensure data accuracy and

Qualifications

• Associate's degree in engineering, business, or commensurate experience in customer relations, technical support, and/or product development
• Knowledge of CAD or architectural drawing software preferred
• Electrical, electronic, or lighting related product knowledge is a plus
• Strong listening and problem-solving skills
• Strong deductive reasoning and systematic troubleshooting skills; familiarity with mobile apps and controls
• Knowledge of customer service principles and practices to handle phone inquiries
• Experience with warranty and complaint processing
• Strong work ethic and sense of urgency; initiative to accomplish goals
• Ability to understand technical products

Responsibilities

• Receiving inbound technical-related phone calls and emails and guiding customers to resolution
• Generating supporting documentation for technical product inquiries
• Assisting in advanced sales support for product-related inquiries
• Collaborating with RMA on warranty claims processing
• Working with Product Managers and Engineering to ensure product data is correct and up-to-date
• Collaborating with management to create and maintain timelines with internal and external product teams

Skills

Customer service

Problem solving

Deductive reasoning

Mobile apps & controls

Education

Associate's degree or commensurate experience

Tools

CAD software

Job description

Keystone Technologies, a leading lighting solutions provider headquartered in the Greater Philadelphia area, seeks a Product Support Associate to join the Product Development Team. This role focuses on bringing new products to market while delivering exceptional technical support to customers under the Light Made Easy promise.

You will handle inbound technical inquiries, generate documentation, and collaborate with Product Managers, Engineering, and the RMA team to ensure data accuracy and