Product Support Specialist

A leading manufacturing company in the residential interiors space seeks a Product Support Specialist to provide product support and resolve customer issues efficiently. The ideal candidate is a detail‑oriented problem solver with strong communication skills and the ability to manage support cases from start to finish. Reporting directly to the Product Support Supervisor/Manager, the new hire will ensure timely issue resolution by researching product concerns, coordinating with internal teams, and maintaining accurate documentation and delivering a high level of customer support.

Salary: $25-26/hr

Location: Houston, TX

Type of Position: Temp-to-Hire

• Confer with customers by phone or email to obtain information about products or shipping issues, documents, and enter details of complaint or issue and resolution in CX CRM and RMA database.
• Research product issues by consulting specifications, historical records, product inspection, assembly instructions, Product Development resources and lighting installation.
• Enter data for customer interactions or transactions, recording details of inquiries, complaints, or comments including documenting actions taken for resolution.
• While considering the value of the customer relationship, make decisions and negotiate settlement of the incident within assigned authority.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Complete product service request call orders, enter replacement sales orders and/or issue call tags via Fed Ex.
• Recommend improvements for products, packaging, shipping, service, and/or billing methods and procedures to prevent future issues.
• Interact with all departments and outside Representatives as needed.
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.
• Create and resolve tickets related to product specifications or issues.
• Provide 24-hour acknowledgement and/or resolution to customer inquiries.
• Responsible for 72 hours or less resolution to RMA (Return Authorization issues).
• May be requested to engage in classroom training or on‑site support, or to participate in events such as product launches, market events, and/or set up retail stores at the request of the Product Support Manager.
• Work effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Demonstrate and adhere to the established Visual Comfort Company Values.
• Demonstrate commitment, dependability, punctuality, and adherence to agreed‑upon schedule while being present in the workplace to effectively collaborate and communicate amongst co‑workers and teams.

• Advanced product knowledge within the residential lighting industry - REQUIRED
• Ability to work a Tuesday‑Saturday schedule - REQUIRED
• An associate degree in business, and six months to one‑year related experience
• Ability to apply concepts of basic algebra and geometry
• Microsoft Office, SAP, and Oracle CX CRM software required
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Equivalent combinations of education and experience will be considered for this role