Technical Support Specialist

Acuity Inc.

1d•Remote

About The Position

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company that uses technology to solve problems in spaces, light and more. Through its two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), the company designs, manufacture, and brings to market products and services that make a valuable difference in people’s lives. Acuity Inc. achieves growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. The company focuses on customer outcomes and drives growth and productivity to increase market share and deliver superior returns, aggressively deploying capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia, and is powered by approximately 13,000 dedicated and talented associates. The company is seeking a dedicated and customer-focused Technical Support Specialist to join its team. This role is designed for a professional with call center experience who is eager to transition their communication skills into a specialized electronics support environment. As the primary point of contact for both internal and external stakeholders, the specialist will deliver foundational technical assistance while upholding the company's commitment to an exceptional customer experience. In this role, the specialist will balance technical troubleshooting with superior service, ensuring every interaction (whether via phone or email) is handled with promptness, accuracy, and a positive attitude.

Requirements

High School Diploma or GED equivalent.
1 years of work experience in a call center-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).

Responsibilities

Diagnose and Resolve: Address routine technical issues and performance disruptions for lighting and control systems using documented SOPs, knowledge articles, and established workflows.
Remote Assistance: Provide expert remote troubleshooting for field-installed products to minimize downtime and restore functionality.
System Analysis: Interpret technical drawings and Bills of Material (BOM) to identify correct replacement parts and provide precise installation or application guidance.
Field Modifications: Offer technical direction for the modification of installed products to meet specific site requirements.
Omnichannel Support: Deliver professional, customer-centric assistance via phone and email, ensuring a high-quality experience that builds brand loyalty.
Active Inquiry: Utilize active listening and targeted questioning to accurately capture issue details and define the scope of customer needs.
Case Management: Meticulously document all customer interactions, troubleshooting steps, and resolutions within Salesforce (CRM).
Strategic Escalation: Identify complex issues exceeding standard scope and transition them to senior technical teams with comprehensive documentation.
Warranty Partnership: Interface with the Warranty department to expedite solutions for persistent or large-scale field issues.
Knowledge Leadership: Leverage and contribute to Knowledge Centered Service (KCS) by utilizing existing articles and authoring new content to improve team efficiency.
Continuous Learning: Proactively expand product expertise through self-guided modules, instructor-led training, and peer mentorship/shadowing programs.