Technical Support Specialist I

Acuity Inc•Decatur, IL

6d•Hybrid

About The Position

Acuity Inc. is seeking a dedicated and customer-focused Technical Support Specialist to join their team. This role involves providing superior technical support and delivering exceptional customer experiences to both internal and external customers. The specialist will be the first point of contact for troubleshooting and resolving technical issues via email and phone, ensuring prompt and effective assistance. The ideal candidate will possess excellent problem-solving skills, a passion for helping others, and a commitment to delivering a seamless and positive support experience. This role is vital in upholding the company’s reputation for outstanding customer service and technical expertise.

Requirements

2 years of work experience in a related field required
Ability to work remotely from a space with minimal distractions and reliable internet access
Ability to work in a fast-paced environment with a high volume of customer interactions requiring effective multitasking throughout the day
Demonstrated autonomy, diligence, professionalism, and a sense of responsibility
Demonstrated excellent communication and interpersonal skills
Ability to diagnose complex problems through analytical thinking
Technical aptitude - electrical, wiring, digital/analog controls systems, reading schematics, reading/interpreting wiring diagrams
Computer applications - Microsoft Office Suite, Salesforce (or similar CRM)

Nice To Haves

Lighting experience preferred
Controls experience preferred
Call Center experience preferred
Technical degree preferred
Understanding of the fundamentals of manufacturing preferred

Responsibilities

Ensure that customers receive industry-leading Technical Support promoting brand loyalty
Assist in remote troubleshooting of performance issues with lighting and controls products
Collaborate with the Warranty team to provide solutions to field issues
Assist with installation and application questions
Utilize drawings and bills of material to provide information for replacement parts
Provide guidance for field modifications of installed products
Leverage Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
Document customer interactions in Customer Relationship Management tool (Salesforce)
Continuously increase product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring