Product Support Representative

Location: NW Houston, TX

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