Technical Product Support

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Handle incoming technical-related phone calls and emails

• Guide customers through the essential steps to achieve resolutions

• Create supporting documentation for inquiries related to technical products

• Provide advanced sales support for product-related questions

• Collaborate with the RMA department on processing warranty claims

• Collaborate closely with Product Managers and Engineering to ensure product data is accurate and up-to-date

• Work directly with management to establish and maintain timelines with internal and external product team affiliates

• Contribute to the introduction of new and innovative products to the market while providing technical support

⛳️ Requirements

• Must reside in the Eastern Standard Time zone

• Must be available to travel to Headquarters in Lansdale, PA during the first week of employment for onboarding and training

• An Associate’s degree in engineering or business, or equivalent experience in customer relations, technical support, and/or a product development role

• Familiarity with CAD or architectural drawing software is preferred

• Knowledge of electrical, electronic, or lighting-related products is advantageous

• Strong listening and problem-solving abilities

• General deductive reasoning skills and systematic troubleshooting capabilities

• Understanding of mobile applications and control systems

• Familiarity with customer service principles and practices for addressing customer inquiries via phone

• Experience with warranty and complaint processing

• Strong work ethic and urgency; ability to take initiative and achieve objectives

• Capability to understand technical products

• Ability to manage projects from inception to completion

• Exceptional organizational skills and a sharp attention to detail

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Voluntary life insurance

• Employer-paid group life insurance

• Short-term disability

• 401k plan with company match

• Paid time off

• Philanthropic opportunities

• Permanent remote position

• Onboarding and training during the first week