Acuity

Technical Support Specialist II

Acuity

full-time

Posted on:

Location Type: Hybrid

Location: Decatur • 🇺🇸 United States

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Salary

💰 $48,100 - $86,500 per year

Job Level

Mid-LevelSenior

About the role

  • Ensuring that customers receive industry-leading Technical Support, promoting brand loyalty
  • Assisting in remote troubleshooting of performance issues with lighting and controls products
  • Assisting with remote programming or re-programming controls products
  • Collaborating with Field Service and Warranty teams to provide solutions to field issues
  • Assisting with installation and application questions
  • Utilizing drawings and bills of material to provide information for replacement parts
  • Providing guidance for field modifications of installed products
  • Leveraging Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
  • Documenting customer interactions in the CRM tool Salesforce
  • Continuously increasing product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring

Requirements

  • 5 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 succeed 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
  • Proficiency with computer applications, including Microsoft Office Suite and Salesforce, or a similar CRM
  • Lighting and controls experience within a call center environment is preferred
  • A technical degree is preferred
  • An understanding of the fundamentals of manufacturing is preferred
  • Available to work onsite to engage and collaborate with teams and colleagues, visit customers or suppliers, or create moments that matter that require in-person interaction based on business needs (approximately half of the time)
Benefits
  • Health care
  • Dental coverage
  • Vision plans
  • 401K benefits
  • Commissions/incentive compensation depending on the role

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportremote troubleshootingprogrammingfield modificationsanalytical thinkingelectrical systemswiringdigital controls systemsreading schematicsreading wiring diagrams
Soft skills
communication skillsinterpersonal skillsautonomydiligenceprofessionalismresponsibilitymultitaskingfast-paced environment
Certifications
technical degree