Customer Support

• Serve as a primary point of contact for customers, providing friendly, knowledgeable, and solution-focused support.
• Build trust with customers by actively listening, understanding their needs, and responding with empathy and professionalism.
• Clearly explain product features, setup, and troubleshooting steps in a way that is easy for customers to understand.
• Manage customer questions, concerns, and complaints through to resolution, ensuring a positive experience.
• Support customers remotely with installation, configuration, and use of lighting products.
• Troubleshoot common lighting issues such as dimming problems, flickering, or power concerns.
• Use basic wiring diagrams, manuals, and product documentation to guide customers effectively.
• Assist with basic lighting controls (on/off, 0–10V dimming) and product performance questions.
• Follow safety and compliance guidelines during all customer interactions.
• Communicate confidently and professionally across email, phone, chat, and CRM platforms.
• Document customer interactions accurately and maintain organized case records.
• Prioritize and manage multiple customer requests in a fast-paced support environment.
• Meet response time and service level expectations while maintaining high-quality service.
• Identify customer issues and provide clear, practical solutions.
• Handle challenging situations calmly and professionally to achieve positive outcomes.
• Recognize recurring customer concerns and share insights with the team to improve products and processes.

Rab

Technical Customer Service Representative