Technical Support Specialist II

Req ID: 11839

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 & Location

At Acuity, the Technical Support Specialist provides superior technical support and delivers exceptional customer experiences to internal and external customers. You will serve as the first point of contact for troubleshooting and resolving technical issues via email and phone, ensuring prompt and practical assistance.

The ideal candidate is dedicated, customer-focused, and demonstrates excellent problem-solving skills, a passion for helping others, and a commitment to delivering a seamless and positive support experience. Your role will be vital in upholding our company’s reputation for outstanding customer service and technical expertise.

This position works in Decatur, GA, based on business needs.

Primary Responsibilities Include

Ensuring that customers receive industry-leading Technical Support, promoting brand loyalty
Assisting in remote troubleshooting of performance issues with lighting and controls products
Assisting with remote programming or re-programming controls products
Collaborating with Field Service and Warranty teams to provide solutions to field issues
Assisting with installation and application questions
Utilizing drawings and bills of material to provide information for replacement parts
Providing guidance for field modifications of installed products
Leveraging Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
Documenting customer interactions in the CRM tool Salesforce
Continuously increasing product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring

Qualifications

5 years of work experience in a related field required
Ability to work remotely from a space with minimal distractions and reliable internet access
Ability to succeed 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
Proficiency with computer applications, including Microsoft Office Suite and Salesforce, or a similar CRM
Lighting and controls experience within a call center environment is preferred
A technical degree is preferred
An understanding of the fundamentals of manufacturing is preferred
Available to work onsite to engage and collaborate with teams and colleagues, visit customers or suppliers, or create moments that matter that require in-person interaction based on business needs (approximately half of the time)

The range for this position is $48,100.00 to $86,500.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role. For a list of our benefits, click here.

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 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.  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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