Technical Support Specialist I

Acuity Inc.; Tennessee; Hybrid; USD 42,000 - 75,000; Full time

Benefits offered by this job

Health care

Dental coverage

Vision plans

401K benefits

Commission/incentive compensation

Job summary

Acuity Inc. is seeking a dedicated Technical Support Specialist to deliver superior technical support and exceptional customer experiences. You will troubleshoot issues via email and phone, serving as the first point of contact for customers and internal teams.

The role emphasizes problem solving, strong communication, and the ability to work in a fast-paced environment with a hybrid on-site requirement in Decatur, GA.

Qualifications

• Two years of related work experience required.
• Ability to work remotely from a space with minimal distractions and reliable internet.
• Ability to work in a fast-paced environment with high volume of customer interactions.
• Demonstrated autonomy, diligence, professionalism and responsibility.
• Strong communication and interpersonal skills.

Responsibilities

• Serve as first point of contact for troubleshooting via email and phone.
• Provide remote troubleshooting for lighting and controls products.
• Collaborate with Warranty team to resolve field issues.
• Assist with installation and application questions.
• Document customer interactions in Salesforce.

Skills

Communication

Analytical thinking

Multitasking

Problem solving

Customer service

Reading schematics

CRM: Salesforce

Microsoft Office

Education

Technical degree preferred

Tools

Salesforce CRM

Microsoft Excel

Microsoft Word

Job description

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 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
• Technical aptitude - electrical, wiring, digital/analog controls systems, reading schematics, reading/interpreting wiring diagrams
• Computer applications - Microsoft Office Suite, Salesforce (or similar CRM)

Preferred Skills and Experience

• Lighting experience preferred
• Controls 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 $41,600.00 to $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. For a list of our benefits, click here .

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.

Please click here (https://www.eeoc.gov/poster) and here (https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf) for more information.

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.