Technical Product Support

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

📋 Description

• Handle incoming technical-related phone calls and emails.

• Guide customers through the necessary 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 to process warranty claims.

• Work closely with Product Managers and Engineering to ensure accuracy and updates of product data.

• Partner with management to establish and maintain timelines with internal and external product team affiliates.

• Assist in launching innovative products to market while providing technical support.

⛳️ Requirements

• Must reside in the Eastern Standard Time zone.

• Willingness to travel to Headquarters in Lansdale, PA for onboarding and training during the first week of employment.

• An Associate’s degree in engineering, 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 skills.

• Proficient in general deductive reasoning and systematic troubleshooting.

• Understanding of mobile applications and controls.

• Knowledge of customer service principles and best practices.

• Experience in warranty and complaint processing.

• A strong work ethic and a sense of urgency.

• Ability to take initiative and achieve goals.

• Capability to comprehend technical products.

• Proficient in managing projects from conception to delivery.

• Outstanding organizational skills and 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.