Technical Customer Service Representative
Rab
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- 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.
Requirements
- Bachelor’s degree or equivalent experience in the electrical field
- 3+ years of electrical and wiring experience
- Lighting & Electrical Systems Knowledge – Demonstrate strong foundational understanding of lighting technology, electrical wiring, and lighting control systems.
- Technical Troubleshooting & Diagnostics – Effectively identify, analyze, and resolve technical issues in a support-driven environment.
- Customer-Centric Communication – Deliver exceptional customer service through clear, professional, and empathetic communication and interpersonal skills through phone, email & chat.
- Technical Support Systems Proficiency – Proficient in the use of CRM platforms, ticketing systems, and communication tools to manage and resolve support cases efficiently.
- Time Management & Independent Work – Successfully prioritize tasks, manage time effectively, and operate independently in a fast-paced, dynamic remote-work environment.
Benefits
- Competitive salary and benefits that recognize your talents and contributions
- A collaborative work environment that values innovation and sustainability
- The opportunity to work on projects that have real-world impact on energy efficiency and environmental conservation
- Professional growth opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
electrical experiencewiring experiencelighting technologylighting control systemstechnical troubleshootingdiagnosticsinstallationconfigurationbasic wiring diagramsproduct performance
Soft Skills
customer serviceempathyprofessional communicationactive listeningproblem-solvingtime managementindependent workorganizational skillscalmness under pressureteam collaboration
Certifications
Bachelor’s degree in electrical field