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Technical Support Analyst

Req ID:  5663
Remote Opportunities:  Remote

Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces and light. Through our two business segments, Acuity Brands Lighting and Lighting Controls (“ABL”) and the Intelligent Spaces Group (“ISG”), we design, manufacture, and bring to market products and services that make the world more brilliant, productive, and connected. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management systems, and location-aware applications.

Job Summary

The Atrius suite of products and solutions control thousands of buildings, interact with millions of people, and manage billions of square feet of real estate around the world every single day. Backed by a multi-billion-dollar lighting and controls hardware business, we are building a suite of applications that can sense, think and act, redefining how people live, work, learn and play in buildings and spaces around the world. 

 

Atrius Building Performance are the applications that enable equipment management and maintenance at scale, optimize energy usage and consumption, solve health and safety and compliance problems. As a member of the Customer Experience & Operations team, the Technical Support Analyst is responsible for  helping customers get the most out of Acuity’s Atrius software product suite, removing any and all roadblocks to provide the best possible experience and highest quality data. They work on the front lines, troubleshooting front end application issues and proactively identifying and resolving problems across areas of our platform services.  Goals of this role are achieved through exceptional problem-solving and customer service best practices, the creation of documentation and repeatable processes, and the development of the tools and resources necessary to achieve great customer experience. 

 

  • Provide excellent customer service through consistent and timely verbal and written communication
  • Apply technical troubleshooting and problem-solving skills to perform self-guided root cause analysis and data driven decision making
  • Learn to diagnose and resolve configuration issues across multiple SaaS Platforms.
  • Build internal tools to automate, verify, monitor, and maintain connectivity between customer data and SaaS platforms
  • Coordinate with vendors/data-providers to resolve system faults within designated SLA timeline and budget
  • Collaborate with Product & Engineering to make product improvements related to data ingestion and handling

Key Tasks & Responsibilities (Essential Functions)

You are a driven, experienced professional who is passionate about Customer Service. You excel at problem solving and root cause analysis in support of the creation of disruptive software and excellent user experiences. You are experienced in technical troubleshooting and self-guided data-driven decision making. You have a deep and abiding commitment to delivering excellent customer service, using clear, professional, and empathetic verbal and written communication styles. You are diligent and self-motivated, excited to take ownership of your work and drive excellent results with minimal supervision. You are experienced in customer support processes and metrics and are prepared to play an active role in building a world class support organization at Acuity Brands.

Experience (minimum experience required)

  • 2+ years professional experience in customer service/success, and/or experience designing and implementing solutions to integrate applications
  • Experience with software or SaaS products
  • Intellectual curiosity, enthusiasm for troubleshooting and problem solving
  • Excellent written and verbal communication skills
  • Strong problem-solving skills; the ability to see beyond individual customer issues and think “systemically”
  • Demonstrated aptitude for learning new concepts and capacity for self-teaching, given documentation and resources
  • Dependable, proactive, and very organized
  • A positive, optimistic attitude

Preferred Experience (i.e. industry experience)

  • Knowledge of buildings-related communication protocols (Modbus, BACnet, etc.)
  • Proficiency with Salesforce.com and/or other CRM and support ticket tracking software
  • Experience with time series data and associated data quality

We invite you to apply today to join us as We Light the Way to a Brilliant, Productive, and Connected World!

 

We value diversity and are an equal opportunity employer.  All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law. 

Please click here and here for more information.

 

Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000.  Please clearly indicate what type of accommodation you are requesting and for what requisition. 

 

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.

 

 

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Nearest Major Market: Atlanta

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