Technical Customer Service Representative

RAB is focused on providing innovative lighting solutions, and they are seeking a Technical Customer Service Representative to guide customers through product selection, installation, and troubleshooting. This role requires a blend of technical expertise in lighting and electrical systems with exceptional customer communication skills to ensure a positive customer experience.

Responsibilities:

• Serve as a primary point of contact for customers, providing friendly, knowledgeable, and solution-focused support
• Build trust with customers by actively listening, understanding their needs, and responding with empathy and professionalism
• Clearly explain product features, setup, and troubleshooting steps in a way that is easy for customers to understand
• Manage customer questions, concerns, and complaints through to resolution, ensuring a positive experience
• Support customers remotely with installation, configuration, and use of lighting products
• Troubleshoot common lighting issues such as dimming problems, flickering, or power concerns
• Use basic wiring diagrams, manuals, and product documentation to guide customers effectively
• Assist with basic lighting controls (on/off, 0–10V dimming) and product performance questions
• Follow safety and compliance guidelines during all customer interactions
• Communicate confidently and professionally across email, phone, chat, and CRM platforms
• Document customer interactions accurately and maintain organized case records
• Prioritize and manage multiple customer requests in a fast-paced support environment
• Meet response time and service level expectations while maintaining high-quality service
• Identify customer issues and provide clear, practical solutions
• Handle challenging situations calmly and professionally to achieve positive outcomes
• Recognize recurring customer concerns and share insights with the team to improve products and processes

Requirements:

• Bachelor's degree or equivalent experience in the electrical field
• 3+ years of electrical and wiring experience
• Lighting & Electrical Systems Knowledge – Demonstrate strong foundational understanding of lighting technology, electrical wiring, and lighting control systems
• Technical Troubleshooting & Diagnostics – Effectively identify, analyze, and resolve technical issues in a support-driven environment
• Customer-Centric Communication – Deliver exceptional customer service through clear, professional, and empathetic communication and interpersonal skills through phone, email & chat
• Technical Support Systems Proficiency – Proficient in the use of CRM platforms, ticketing systems, and communication tools to manage and resolve support cases efficiently
• Time Management & Independent Work – Successfully prioritize tasks, manage time effectively, and operate independently in a fast-paced, dynamic remote-work environment