• Respond to customer support issues and resolve them per SLAs. • Communicate professionally with customers according to PriceSpider standards. • Work cross-functionally to resolve issues promptly. • Escalate issues when necessary. • Manage inbound communication via telephone, email, support tickets, and customer portal. • Utilize knowledge of Wayvia products to resolve issues independently. • Guide customers on product benefits and enhancements. • Assist with reports and metrics. • Recommend best practices to customers. • Identify and communicate root cause issues professionally. • Convey support team needs and issues cross-functionally. • Recommend patterns of issues for the product roadmap. • Contribute to high-priority issues. • Adhere to customer support best practices and policies.

• Manage a high volume of inbound customer calls with a patient and friendly demeanor. • Provide comprehensive support to clients, addressing issues related to hardware tech support, administrative updates, replacements, and claims inquiries. • Accurately document all customer interactions and details in their Salesforce CRM system. • Efficiently problem-solve in real-time while conversing with customers and taking notes. • Escalate complex issues to the appropriate internal teams when necessary. • Assist new clients with the onboarding and setup process. • Answer frequently asked questions and guide customers to relevant resources.

• 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. • Follow safety and compliance guidelines during all customer interactions. • 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.

• Customer Service & Sales Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Meet sales objectives as defined.