Technical Product Support

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

📋 Description

• Handle incoming technical-related phone calls and emails, guiding customers through the resolution process.

• Create documentation to support inquiries related to technical products.

• 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 that product information is accurate and current.

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

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

⛳️ Requirements

• Must reside in the Eastern Standard Time zone.

• Required 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, 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 capabilities.

• Excellent skills in deductive reasoning, systematic troubleshooting, and understanding mobile applications and controls.

• Awareness of customer service principles and practices for addressing customer inquiries via phone.

• Experience in warranty and complaint processing.

• Demonstrated strong work ethic and a sense of urgency, with the ability to take initiative and achieve goals.

• Aptitude for understanding technical products.

• Capability to manage projects from initial conception to final 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

• Onboarding and training during the first week