Technical Support Specialist – Lighting & Controls (Hybrid)

Acuity Brands, Inc.; Decatur (GA); 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. in Decatur, GA, is seeking a dedicated Technical Support Specialist to provide expert troubleshooting and exceptional customer service for lighting and controls products.

You will be the first contact for issues via email and phone, collaborate with the Warranty team, document interactions in Salesforce, and continue building product knowledge through training. This role requires on-site presence with a hybrid work model.

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.

Responsibilities

• 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 Salesforce.
• Continuously increase product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring

Skills

Communication skills

Interpersonal skills

Analytical thinking

Autonomy

Multitasking

Education

Technical degree preferred

Tools

Salesforce

Microsoft Office

Job description

Acuity Inc. in Decatur, GA, is seeking a dedicated Technical Support Specialist to provide expert troubleshooting and exceptional customer service for lighting and controls products.

You will be the first contact for issues via email and phone, collaborate with the Warranty team, document interactions in Salesforce, and continue building product knowledge through training. This role requires on-site presence with a hybrid work model.