Product Support Representative

Product Support Representative

Location: NW Houston, TX

Schedule: Onsite, Monday through Friday, 8:00 AM to 5:00 PM

Our client is an established provider of premium home products known for thoughtful design and attentive customer service. They are adding a key support professional to help keep service levels high during a busy period of growth. This is a great opportunity for a customer-focused professional who enjoys solving complex challenges and contributing to a quality-driven organization.

This Role Offers:

• Hourly compensation with overtime eligibility
• Comprehensive benefits package featuring health coverage, retirement savings with employer contributions, and additional wellness benefits.
• Stable on-site schedule, Monday through Friday
• High visibility role within a well-established support organization
• Potential for employer sponsored ALA certification after hire
• Opportunity to join a short staffed team where your expertise will have immediate impact

Focus:

• Act as the primary point of contact for product inquiries, troubleshooting, and after-sales technical assistance.
• Assist customers and trade partners with installation, assembly, finish, replacement part, and product performance concerns
• Handle a steady daily volume of support activity across phone, email, and chat while maintaining a polished service experience
• Support a broad customer base that includes homeowners, interior designers, builders, architects, distributors, and showroom personnel
• Investigate customer concerns using technical resources, transaction records, and previous service documentation.
• Document interactions, findings, and next steps in business systems such as CRM, ERP, ticketing, or order management platforms
• Escalate complex issues appropriately while maintaining ownership and follow through
• Spot recurring trends and share ideas that can improve product quality, packaging, workflows, and customer outcomes
• Represent the brand with strong communication, sound judgment, and a service first mindset

Skill Set:

• Relevant industry experience is required.
• A background in consumer lighting products is required.
• Strong technical product knowledge and troubleshooting ability
• Experience supporting physical products in a customer service, product support, showroom, or related environment
• Comfort working in systems such as D365, CRM, ERP, ticketing, or order management tools
• Excellent verbal and written communication skills
• Refined and professional approach to customer engagement.
• Able to manage multiple priorities in a fast-paced support setting
• Degree preferred, but not required, relevant experience may substitute
• Relevant industry credentials are valued but not mandatory

Preferred Candidate Profile:

• Communicates with confidence and professionalism
• Enjoys helping customers and trade partners solve detailed product issues
• Balances urgency, accuracy, and customer care
• Brings a collaborative mindset and works well across internal and external teams
• Can step into a high priority opening and contribute quickly