Technical Customer Service Representative

Job Description

Light the Way With Your Technical Expertise

As a Technical Customer Service Representative at RAB, you’ll be a trusted advisor—guiding customers through lighting solutions with clarity, confidence, and care. This remote role blends hands-on lighting and electrical knowledge with exceptional customer communication, troubleshooting, and service management skills. The representative supports customers through product selection, installation, and issue resolution while ensuring compliance with industry standards and delivering an outstanding customer experience.

So, if you come from an electrical background or have experience in technical customer service, this role could be the perfect next step. Bring your technical expertise and passion for customer connection to RAB and create solutions that work and experiences that stand out.

Please note, scheduled hours for this position will be 11:30a.m. to 8:00p.m. ET / 8:30 a.m. to 5:00 p.m. PT

Experience & Core Competencies

• 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.

Key Responsibilities

Customer Support & Experience

• 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.

Technical Assistance

• 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.

Communication & Service Operations

• 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.
  

Problem Resolution & Continuous Improvement

• 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.

We're illuminating the path to a sustainable future, and we want you to be part of it. Here's what you'll enjoy:

• Competitive salary and benefits that recognize your talents and contributions
• A collaborative work environment that values innovation and sustainability
• The opportunity to work on projects that have real-world impact on energy efficiency and environmental conservation
• Professional growth opportunities

Apply now and let's create brilliance together!