Technical Customer Service Representative

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🕒 May 5

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Rab

WebsiteLinkedInAll Job Openings

51 - 200 employees

Rab specialise in making rugged, high-performance mountain clothing and equipment. Nothing fancy or over-engineered – just honest hard working pieces that you’d rather repair than replace. More than 30 years since our founding our products have evolved but our core values have remained the same.

📋 Description

• 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. • 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.

🎯 Requirements

• 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

🏖️ Benefits

• Competitive salary and benefits that recognize your talents and contributions • Remote work environment with strong team collaboration • Opportunities for professional growth