Technical Customer Support Representative

7 days ago

Toronto, Ontario, Canada EightSix Network Inc Full time

Part Time / Full Time

Technical Customer Support Representative

For 30+ years, showrooms, designers, and architects have relied on Eurofase Lighting as their go-to brand for providing a diverse selection of high-quality innovative lighting for both residential and commercial applications.

As a leading lighting company, serving multiple channels via the specialty lighting showroom, electrical wholesaler, home improvement stores, e-commerce websites and the interior design/architectural community, Eurofase Lighting offers products that deliver aesthetic appeal, stellar performance, and long-lasting tested quality.

POSITION SUMMARY:

This position is for an in-house Customer Care Technical Representative supporting our Sales Reps, Distributors and End Users. The Customer Care Technical Support Representative will play a pivotal role in ensuring our customers receive unparalleled support and assistance.

Reporting to the Customer Care Manager, this individual will be responsible for providing exceptional customer service, will handle customer inquiries via both email and phone, and possess a deep understanding of our diverse products' technical aspects. They will be responsible for providing technical support to both customers and the sales team, ensuring seamless communication and satisfaction.

POSITION RESPONSIBILITES:

Customer Service:

Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
Assist customers in understanding the features, specifications, and installation procedures of our lighting and heating products.
Address customer concerns and troubleshoot technical issues effectively, striving for first-contact resolution whenever possible.
Ensure customer satisfaction by delivering exceptional service and exceeding expectations.

Technical Expertise:

Develop a comprehensive understanding of our decorative and functional lighting products along with our infrared Heater products, including their design, functionality, and technical specifications.
Stay updated on industry trends, technological advancements, and product developments to better assist customers and internal stakeholders.
Collaborate with the product development team to communicate customer feedback and identify areas for improvement or innovation.
Act as a technical resource to support the Sales organization, providing pre-sales and post-sales support.
Lead Generation – pass on input received from the customer(s) that can be acted upon by the Sales Team to help open new sales opportunities.

Documentation and Reporting:

Maintain accurate records of customer interactions, inquiries, and resolutions.
Generate reports on customer feedback, technical issues, and support metrics to identify trends and areas for improvement.

KNOWLEDGE / SKILLS & EXPERIENCE REQUIREMENTS:

Requires 2-3 years of lighting industry experience.
Experience with electrical project implementations is an asset.
Strong multi-tasking and prioritizing with time management abilities.
Strong verbal and written communication skills.
Proficiency in MS Office applications.

WORKING CONDITIONS:

Physical Effort: Majority of the time is spent sitting and/or walking, standing.

Physical Environment: Located in a comfortable indoor area.

Sensory Attention: There is a frequent need to give close attention to various stimuli such as written materials, with a computer monitor and information given verbally by co-workers, customers and/or vendors.

Mental Stress: Must continuously deal with calls, frequent interruptions, and last-minute requests.

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Exponential Interactive, Inc d/b/a

Data collected and processed: Device identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, Precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Precise location data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, Precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Users' profiles, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Non-precise location data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, IP addresses, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device identifiers, Probabilistic identifiers, IP addresses, Non-precise location data, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, Precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices

Data collected and processed: Device characteristics, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Precise location data

Data collected and processed: Device characteristics, IP addresses, Non-precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, User-provided data, Precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Non-precise location data, Browsing and interaction data

Data collected and processed: Device identifiers, IP addresses, Precise location data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Probabilistic identifiers, IP addresses, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, User-provided data, Precise location data, Browsing and interaction data

Data collected and processed: Device identifiers, IP addresses, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Probabilistic identifiers, IP addresses, Non-precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Precise location data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, Precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, IP addresses, Non-precise location data, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, User-provided data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, IP addresses, Non-precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Browsing and interaction data

Data collected and processed: Device identifiers

Data collected and processed: Users' profiles

Data collected and processed: Device characteristics, Device identifiers, Probabilistic identifiers, IP addresses, Non-precise location data, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: IP addresses

Data collected and processed: Device identifiers, Authentication-derived identifiers, IP addresses, Privacy choices

Data collected and processed: Device characteristics, IP addresses, Non-precise location data, Privacy choices

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Data collected and processed: Device characteristics, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Authentication-derived identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, Precise location data, Browsing and interaction data

Data collected and processed: Non-precise location data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, User-provided data, Precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, IP addresses, Non-precise location data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, IP addresses, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Precise location data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Browsing and interaction data

Data collected and processed: Device characteristics

Data collected and processed: IP addresses, Non-precise location data

Data collected and processed: Device characteristics, IP addresses

Data collected and processed: Device identifiers, IP addresses

Data collected and processed: Device characteristics, Device identifiers, Probabilistic identifiers, IP addresses, Non-precise location data

Data collected and processed: Device characteristics

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices, User-provided data, Precise location data, Browsing and interaction data

Data collected and processed: Device identifiers, Users' profiles, IP addresses, Privacy choices, User-provided data, Browsing and interaction data

Adobe Audience Manager, Adobe Experience Platform

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data, Privacy choices, Precise location data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, IP addresses, Non-precise location data, Privacy choices, User-provided data, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, Users' profiles, Probabilistic identifiers, IP addresses, Browsing and interaction data

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Privacy choices, Browsing and interaction data

Data collected and processed: Device identifiers, Users' profiles, IP addresses, Non-precise location data, Privacy choices

Data collected and processed: Device characteristics, Device identifiers, Probabilistic identifiers, IP addresses, Browsing and interaction data

Data collected and processed: IP addresses, Non-precise location data

Data collected and processed: IP addresses

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Non-precise location data

Data collected and processed: Device characteristics, Device identifiers, Authentication-derived identifiers, IP addresses, Non-precise location data, Privacy choices, Browsing and interaction data

Data collected and processed: Device identifiers

Data collected and processed: Device characteristics, Device identifiers, IP addresses, Privacy choices, Browsing and interaction data

Data collected and processed: Device characteristics, IP addresses, Privacy choices

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Technical Customer Support Representative