Technical Support Specialist - Lighting & Controls (Hybrid)

Socket.dev; Decatur (GA); On-site; 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. is seeking a dedicated Technical Support Specialist to deliver superior technical support and exceptional customer experiences.

You will be the first point of contact for troubleshooting via email and phone, ensuring prompt and effective assistance while upholding the company’s reputation for service and technical expertise. The role requires collaboration with warranty, installation support, and knowledge article creation.

Qualifications

• 2 years of work experience in a related field.
• 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.
• 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.

Responsibilities

• Provide superior technical support via email and phone to internal and external customers.
• 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.
• Document customer interactions in Salesforce and write KB articles as needed.

Skills

Customer service

Multitasking

Communication

Analytical thinking

Technical aptitude

CRM experience

Problem solving

Tools

Salesforce

Microsoft Office

Job description

Acuity Inc. is seeking a dedicated Technical Support Specialist to deliver superior technical support and exceptional customer experiences.

You will be the first point of contact for troubleshooting via email and phone, ensuring prompt and effective assistance while upholding the company’s reputation for service and technical expertise. The role requires collaboration with warranty, installation support, and knowledge article creation.