Technical Customer Support Representative

3 weeks ago

Greater Toronto Area, Canada Eurofase Lighting Full time

ABOUT EUROFASE:

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.


Sales Support:

  • 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.
  • Excellent customer service skills.
  • 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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