Technical Customer Service Representative

Rab

Technical Customer Service Representative assisting customers with lighting solutions. Support includes installation guidance and troubleshooting to ensure product performance and customer satisfaction.

Posted 5/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.
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

What you’ll need

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.
Bachelor’s degree or equivalent experience in the electrical field
3+ years of electrical and wiring experience

Benefits

Comp & perks

Competitive salary and benefits that recognize your talents and contributions
Remote work environment with strong team collaboration
Opportunities for professional growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

lighting technologyelectrical wiringlighting control systemstechnical troubleshootingdiagnosticsinstallationconfigurationbasic wiring diagramslighting controls0–10V dimming

Soft Skills

customer-centric communicationempathyprofessionalismactive listeningproblem-solvingtime managementindependent workorganizationcalmness under pressureinterpersonal skills

Certifications

Bachelor’s degree in electrical field