Technical Support Specialist I

Acuity Inc.; Des Plaines (IL); Hybrid; USD 42,000 - 75,000; Full time

Benefits offered by this job

Health care

Dental coverage

Vision plans

401K benefits

Commissions/incentive compensation

Job summary

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company delivering lighting, controls and building management solutions.

We seek a dedicated Technical Support Specialist to join our team and deliver superior customer experiences as the first point of contact for technical issues via email and phone. This on-site/hybrid role requires collaboration with the Warranty team, remote troubleshooting, and documentation in Salesforce.

Qualifications

• 2 years of work experience in a related field.
• Ability to work remotely from a distraction-free space with reliable internet.
• Ability to work in a fast-paced environment with high customer interaction.
• Demonstrated autonomy, diligence, professionalism, and responsibility.
• Excellent communication and interpersonal skills.
• Ability to diagnose complex problems through analytical thinking.
• Proficiency with Microsoft Office Suite and Salesforce (or similar CRM).

Responsibilities

• Provide superior technical support via email and phone.
• Assist in remote troubleshooting of lighting and controls issues.
• Collaborate with Warranty to resolve field issues.
• Assist with installation and application questions.
• Use drawings and BOMs to source replacement parts.
• Guide field modifications of installed products.
• Utilize KCS articles and write new ones as needed.
• Document customer interactions in Salesforce.
• Attend training to increase product knowledge.

Skills

Remote work capability

Multitasking

Communication skills

Analytical thinking

Autonomy

Professionalism

Problem diagnosis

Microsoft Office

Salesforce

Tools

Salesforce

Microsoft Office

Job description

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Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com .

Work location:

• This position requires on-site presence in Des Plaines, IL, Decatur, GA, following a hybrid work model.

Job Summary

We are seeking a dedicated and customer-focused Technical Support Specialist to join our team. In this role, you will provide superior technical support and deliver exceptional customer experiences to both internal and external customers. You will serve as the first point of contact for troubleshooting and resolving technical issues via email and phone, ensuring prompt and effective assistance.

The ideal candidate will demonstrate excellent problem-solving skills, a passion for helping others, and a commitment to delivering a seamless and positive support experience. Your role will be vital in upholding our company’s reputation for outstanding customer service and technical expertise.

Key Tasks & Responsibilities (Essential Functions)

• 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 and Minimum Experience Required

• 2 years of work experience in a related field required
• 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 requiring effective multitasking throughout the day
• Demonstrated autonomy, diligence, professionalism, and a sense of responsibility
• Demonstrated excellent communication and interpersonal skills
• Ability to diagnose complex problems through analytical thinking
• Computer applications - Microsoft Office Suite, Salesforce (or similar CRM)

Preferred Skills and Experience

• Lighting experience preferred
• Call Center experience preferred
• Technical degree preferred
• Understanding of the fundamentals of manufacturing preferred

Travel Requirements

• 1-20%

The range for this position is$41,600.00to$74,900.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role.

• health care
• dental coverage
• vision plans
• 401K benefits
• commissions/incentive compensation depending on the role

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at [phone], select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition .

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.