Technical Customer Service Representative

Job Description

Be the expert customers trust. Help them see solutions clearly.

As a Technical Customer Service Representative at RAB, you’ll serve as a knowledgeable partner—helping customers navigate lighting solutions with confidence, clarity, and care. In this remote position, you’ll combine practical lighting and electrical expertise with strong communication, problem-solving, and service coordination skills. You’ll assist customers with product selection, installation guidance, and troubleshooting, all while ensuring adherence to industry standards and delivering a high-quality customer experience.

If you have a background in electrical work or technical customer support, this opportunity offers a strong path forward. Bring your expertise and dedication to customer relationships to RAB and help deliver solutions that perform and experiences that leave a lasting impression.

Schedule: 11:30 a.m. – 8:00 p.m. ET / 8:30 a.m. – 5:00 p.m. PT

What You Bring

Core Skills and 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.
• Bachelor’s degree or equivalent experience in the electrical field
• 3+ years of electrical and wiring experience

What You'll Do

Customer Support

• 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.

Operations & Communication

• 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 Solving & 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.

Why Join RAB

We’re committed to doing more than delivering great products. Our work is grounded in making lighting better—for our customers and for the world around us.

• Be part of a company focused on high-quality, affordable, energy-efficient solutions
• Help support products designed to be easy to sell, install, and use
• Contribute to a business committed to reducing environmental impact and creating responsible, sustainable practices
• Competitive salary and benefits that recognize your talents and contributions
• Remote work environment with strong team collaboration
• Opportunities for professional growth