Technical Product Support

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

📋 Description

• Respond to 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 product data is accurate and up-to-date.

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

• Assist in launching new and innovative lighting products to market while delivering technical support.

⛳️ Requirements

• Must be situated in the Eastern Standard Time zone.

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

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

• 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 controls.

• Awareness of customer service principles and practices.

• Experience managing customer inquiries via phone.

• Background in warranty and complaint processing.

• Strong work ethic and a sense of urgency.

• Ability to take initiative and achieve objectives.

• Aptitude for understanding technical products.

• Capability to manage projects from inception to delivery.

• Outstanding organizational skills and meticulous attention to detail.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Voluntary life insurance.

• Employer-paid group life insurance.

• Short-term disability.

• 401(k) plan with company match.

• Paid time off.

• Philanthropic opportunities.

• Permanent remote position.