Technical Support Specialist

AcuityInc•Conyers, GA

1d•Remote

About The Position

Acuity Inc. is seeking a dedicated and customer-focused Technical Support Specialist to join their 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, you will deliver foundational technical assistance while upholding our commitment to an exceptional customer experience. In this role, you 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.