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Senior Technical Support Specialist Job

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Date: Jun 12, 2019

Location: Conyers, GA, US, 30012

Company: Acuity Brands

Job Description

The primary role for this position is to administer superior technical support via phone or e-mail to internal and external customers in the areas of product troubleshooting, diagnosis, programming or reprogramming, startups, part replacement or repair. As needed, seek additional guidance and advice from Sr. Tech Support employees to resolve customer issues. Actively attend trainings to close product knowledge gaps and improve abilities.


Duties also include administering superior technical support via phone, fax or e-mail to internal and external customers in the areas of product troubleshooting, diagnosis, programming or reprogramming, startups, part replacement or repair as a front line employee. Also, Senior Tech Support Specialist's have increased knowledge of their products and are responsible for assisting and training other Tech Support Specialist's. Serve as a trainer, mentor, and 3nd level support for all Associate and Standard Tech Support personnel Determines whether the inquiry can be answered when the call is received or will it require additional research. Attend training classes on new product and existing product updates bimonthly. This keeps the specialists informed so they will give customers accurate information. Responsible for report outs on our KPI metrics. Also, responsible for scheduling individual cross-training for additional product lines.

Job Responsibilities

  • Assisting internal customers with validation issues, description issues, or breakouts on order lines. Assisting external customers in identifying fixtures using digital photos in order to provide replacement parts or replacement fixtures.
  • Assisting external customers to identify fixtures. This results in correct replacement parts, fixtures, or job related issues. Also assist customers with competitive crossover's to a ABL product, thereby increasing sales.
  • Assist the factory with replacements parts and availability. Assist some in post sales and send out replacement parts.
  • Answer the phones for internal customers, providing them with technical information. Answer the phones for external customers such as agents, distributors and electrical contractors providing them with technical information.
  • Responsible for capturing data in proper format. This includes specific product or troubleshooting answers into a knowledge base, daily work tracking, statistics and metrics tracking, customer surveys, lighting controls database maintenance.
  • Accountable for scheduling the daily responsibilities in the absence of a team member. Assist distributors, contractors, specifiers, architects, engineers, electricians, consumers, and end users with technical assistance.

Requirements

  • 1-2 years' relevant exerperience
  • Basic networking knowledge
  • Basic understanding of front-end web technologies like Javascript, HTML 5, and CSS 3
  • Knowledge of modern data stores such as SQL Server
  • Experience working directly with customers to troubleshoot problems
  • Knowledge in C# is a plus

Equal Opportunity Employer/Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (770) 922-9000.

Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.


Nearest Major Market: Atlanta

Job Segment: Technical Support, Electrical, Developer, Database, SQL, Technology, Engineering

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