Technical Product Support

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Handle incoming technical-related phone calls and emails.

• Guide customers through the steps required to achieve resolutions.

• Create documentation to support technical product-related inquiries.

• Provide advanced sales support for product-related questions.

• Work in conjunction with the RMA department to process warranty claims.

• Collaborate closely with Product Managers and Engineering to ensure accurate and updated product data.

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

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

⛳️ Requirements

• Must reside in the Eastern Standard Time zone.

• Ability to travel to the 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 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.

• Excellent deductive reasoning skills and systematic troubleshooting capabilities.

• Understanding of mobile applications and controls.

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

• Experience in warranty and complaint processing.

• A solid work ethic and a sense of urgency, with the capacity to take initiative and achieve objectives.

• Ability to comprehend technical products.

• Proficient in managing projects from inception to completion.

• Outstanding 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 matching.

• Paid time off.

• Philanthropic opportunities.

• Permanent remote position.

• Onboarding and training during the first week.