Technical Support Specialist II

Acuity • Decatur, GA

73d • Hybrid

About The Position

At Acuity, the Technical Support Specialist provides superior technical support and delivers exceptional customer experiences to internal and external customers. You will serve as the first point of contact for troubleshooting and resolving technical issues via email and phone, ensuring prompt and practical assistance. The ideal candidate is dedicated, customer-focused, and demonstrates excellent problem-solving skills, a passion for helping others, and a commitment to delivering a seamless and positive support experience. Your role will be vital in upholding our company's reputation for outstanding customer service and technical expertise. This position works in Decatur, GA, based on business needs.

Requirements

• 5 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 succeed 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
• Proficiency with computer applications, including Microsoft Office Suite and Salesforce, or a similar CRM
• Available to work onsite to engage and collaborate with teams and colleagues, visit customers or suppliers, or create moments that matter that require in-person interaction based on business needs (approximately half of the time)

Nice To Haves

• Lighting and controls experience within a call center environment is preferred
• A technical degree is preferred
• An understanding of the fundamentals of manufacturing is preferred

Responsibilities

• Ensuring that customers receive industry-leading Technical Support, promoting brand loyalty
• Assisting in remote troubleshooting of performance issues with lighting and controls products
• Assisting with remote programming or re-programming controls products
• Collaborating with Field Service and Warranty teams to provide solutions to field issues
• Assisting with installation and application questions
• Utilizing drawings and bills of material to provide information for replacement parts
• Providing guidance for field modifications of installed products
• Leveraging Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
• Documenting customer interactions in the CRM tool Salesforce
• Continuously increasing product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring

Benefits

• Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed