Technical Product Support Specialist (Hybrid/Remote)

keystonetech; Raleigh (NC); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Voluntary life insurance

Employer-paid group life insurance

Short-term disability

401(k) with company match

Paid time off

Philanthropic opportunities

Job summary

Keystone Technologies is seeking a Product Support Associate to help bring new lighting products to market and provide technical support to customers. The role supports inbound calls and emails, develops product documentation, and collaborates with engineering and product management to maintain accurate data.

Hybrid schedule applies for local candidates, with onboarding at the Headquarters in Lansdale, PA for new hires traveling from outside the area.

Qualifications

• Associate degree or commensurate experience in customer relations or technical support.
• Knowledge of CAD or architectural drawing software is preferred.
• Electrical, electronic, or lighting product knowledge is a plus.
• Strong listening and problem-solving skills.
• Ability to troubleshoot and understand mobile apps and controls.
• Experience with warranty and complaint processing.
• Strong work ethic and sense of urgency; initiative.
• Ability to understand technical products.

Responsibilities

• Receive inbound technical-related calls and emails and guide customers to a resolution.
• Generate supporting documentation for technical product inquiries.
• Assist in advanced sales support for product inquiries.
• Collaborate with RMA on warranty claims processing.
• Work with Product Managers and Engineering to ensure data accuracy.
• Coordinate timelines with internal and external product team affiliates.

Skills

Technical support

Customer service

Problem solving

Active listening

Project management

Warranty processing

Communication skills

Understanding technical products

Quality attention to detail

Education

Associate's degree

Tools

CAD software

Job description

Keystone Technologies is seeking a Product Support Associate to help bring new lighting products to market and provide technical support to customers. The role supports inbound calls and emails, develops product documentation, and collaborates with engineering and product management to maintain accurate data.

Hybrid schedule applies for local candidates, with onboarding at the Headquarters in Lansdale, PA for new hires traveling from outside the area.