Customer Care Representative - Tech Support

About the role

Minka is looking for a Tech Support Representative to support customers with product questions, installation guidance, troubleshooting, replacement part needs, and technical concerns. This role is an important part of the Customer Care team and helps create a positive customer experience by making it easier to do business with Minka. The ideal candidate is patient, helpful, solution-focused, and comfortable taking ownership of customer needs from start to finish. We are looking for someone who can be a one-stop shop for customers, communicate clearly, and stay proactive rather than reactive when solving problems. This role is important because customers often rely on Tech Support to help them understand products, resolve concerns, and get the right next step. By being helpful, clear, and responsive, you will help make the customer experience easier and more positive.

Responsibilities

• Help customers troubleshoot Minka products using basic electrical wiring and product knowledge.
• Answer installation-related questions for Minka lighting fixtures and ceiling fans.
• Assist customers by phone with technical issues, orders, returns, shipments, product questions, and other service-related needs.
• Gather complete and accurate information to process customer requests from beginning to end and reduce unnecessary back-and-forth.
• Take ownership of customer concerns and work toward effective, long-term resolution whenever possible.
• Support customers through difficult or frustrating situations with patience, professionalism, and strong de-escalation skills.
• Partner with distributors, sales representatives, and internal teams to help make it easier for customers to do business with Minka.
• Enter orders for replacement parts and/or complete fixtures as needed.
• Share feedback with the company and Quality Assurance Department regarding service issues, product concerns, or customer trends.
• Identify potential issues, gaps, or trends early and proactively communicate them to the appropriate team for follow-up.

Requirements

• At least one year of related experience and/or training, or an equivalent combination of education and experience.
• Ability to learn and retain basic knowledge of electrical wiring, product installation, and troubleshooting.
• Strong communication skills with the ability to explain technical information in a clear, customer-friendly way.
• Ability to remain patient, professional, and solution-focused during lengthy or challenging customer interactions.
• Strong attention to detail and the ability to gather accurate information before taking action.
• Ability to work independently and as part of a team.
• Good judgment, common sense, and the ability to make proactive decisions that support the customer experience.
• A customer-first mindset with a focus on ownership, accountability, and follow-through.

Benefits

• Health, dental, and vision insurance
• Paid time