Technical Support Associate – Remote

Technical Support Associate (Full-Time remote)

Qualification:
• Education: Bachelor’s Degree in Engineering (Engineering Degree required)
• Experience: Preferably with at least 1 year Technical Support and Customer Support background
Possess technical skills, good communication skills and people oriented
• Requirements:
Laptop/ desktop with capacity to run smoothly programs such as Adobe Suite, Auto
CAD, and others/ with stable internet connection

• Job Summary:
The Technical Support manages and maintains customer’s relationships for our specialty lighting projects. This individual engaged with customers to ensure proper product recommendation for their next application as well as responsible to ensure customer satisfaction from inception through installation. Maintaining detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management.

• Specific Responsibilities and Skill sets:
• Communicate clearly and effectively with customers, end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Provide product list and suggestions to Sales/Estimator for specialty lighting projects that request programming and in-depth lighting knowledge
• Assist in creating LED layout / Wiring diagram for both regular white modules and RGBW-related projects
• Program DMX controllers by customer’s requirement (including creating and recording static and “moving” looks)
• Maintain detailed records of daily interactions with customers, installation activities, any reported issues, and completed solutions along with any further actions required from management
• Assist in developing training manuals and troubleshooting procedures to help both support personnel and end-users interact properly with hardware and software
• Assist in the creation of Datasheets, installation guides, video instructions, and other webpage information for new products
• Assist in creating Emergency layouts requested by customers when necessary
• Create and review special orders that need to be customized by the factory
• Design and draw low voltage and DMX data layouts
• Assist in the process of product patent application
• Showroom automation updates and installations
• Assist IT maintenance and emergency assistance
• Assist in creating training videos for products
• Participate in new product development

> Email CV at Click to view – Subject: Technical Support Associate
Salary Range: $600 – $1,200/ month
Work Schedule: Graveyard shift 8:30 AM – 5:30 PM (EST time zone)