Technical Customer Support Representative

Legrand, North America • Richardson, TX

200d

About The Position

Legrand has an exciting opportunity for a Technical Support Rep II to join the Building Control Systems Team in Richardson, TX. The successful candidate under general supervision, provide primary point of contact for all product related support requests and general product questions/applications and troubleshooting. Assist in providing product related feedback to the technical support management, engineering, and manufacturing groups in support of current and future product design.

Requirements

• College Diploma in Electronics/Electrical or 4 years related experience or a combination of both education and experience preferred.
• Two to four years phone or technical support experience preferred.
• Strong knowledge of basic networking (IP schemes, ports, network switches, etc.).
• Electrical, lighting and building controls experience preferred.
• Knowledge of Windows OS and file structure as well as the ability to troubleshoot OS and compatibility issues.
• Ability to communicate technically complex topics to both technical and non-technical end users.
• Ability to troubleshoot application and installation questions and quality problems and to train others in proper technique.
• Ability to communicate effectively with customers and resolve problems in a timely manner.
• Strong organizational and time management skills, close attention to detail and able to effectively handle multiple priorities.
• Ability to handle pressure and time/resource limited situations.
• Demonstrated exceptional customer service skills and a strong customer orientation.
• Strong computer and software skills, proficiency using e-mail, meeting management and CRM software.
• Ability to use internet and web-based resources efficiently and effectively.
• Effective listening skills, able to maintain focus, extract necessary information and validate understanding of the information.

Responsibilities

• Using a variety of communication vehicles (phone, e-mail, video call, and screenshare applications) assist the customer in understanding the products, systems, integration, installation, and operation of our lighting control systems.
• Provide excellent technical support including remotely diagnosing issues, answering questions, assisting with replacements and returns, providing technical documentation, and providing proactive updates on issues to dealers, reps, and appropriate BCS Management.
• Provide 3rd party integration information and support to customers as required.
• Process Product complaints as required and ensure appropriate customer response to product complaints in accordance with company procedures.
• Monitor support activity trends to determine product issues and new product development opportunities reporting findings to technical support leadership.
• Act as a technical resource for other departments.
• Contribute to achievement of team goals and promote teamwork.
• Perform other similar and related duties as required.

Benefits

• Comprehensive medical, dental, and vision coverage.
• High employer 401K match.
• Paid time off (PTO) and holiday pay.
• Short-term and long-term disability benefit plans.
• Above-benchmark paid maternity and parental leave.
• Bonus opportunities in accordance with the Company's incentive plans.
• Paid time off to volunteer.
• Active/growing Employee Resource Group network.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Furniture and Related Product Manufacturing
• Education Level: Associate degree