Technical Support Specialist

Req ID: 13570

Work Flexibility: Hybrid

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy 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. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.

Job Summary

We are seeking a dedicated and customer-focused Technical Support Specialist to join our 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.

Key Responsibilities

Technical Support & Troubleshooting

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.

Customer Engagement & Communication

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).

Collaboration & Escalation

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.

Minimum 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).

Travel Requirements

1-20%

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. 

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Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Inc. 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, select option 4.  Please clearly indicate what type of accommodation you are requesting and for what requisition. 

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

Acuity Inc. 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
Job Segment: Technical Support, Machinist, CRM, Call Center, Database, Technology, Manufacturing, Customer Service

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