• 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.