Technical Service Representative I
About The Position
The Technical Support Representative (TSR) is responsible for supporting internal and external customers technical inquiries via phone, email, Live chat regarding Leviton's product lines. The TSR will recommend solutions based on the technical nature of the inquiry. This position will also be responsible to provide feedback to assist with improving products and training, identifying possible QC issues as well as identifying opportunities that can improve efficiencies that will ultimately improve the customer experience. This position works under moderate supervision and is expected to perform to set departmental standards.
Requirements
- Motivated to find creative solutions to improve processes and customer experience
- Excellent technical problem-solving and analytical skills, and ability to think independently
- Sense of ownership, sound judgment in analyzing and recommending solutions
- Able to work under general supervision
- Ability to summarize complex topics in both written and verbal format with excellent technical communication skills
- Ability to effectively interact with coworkers, along with internal and external customers and key stakeholders
- Minimum 1 year customer service (including written customer communication) and/or product support experience required
- Experience with Microsoft Excel and Office Suite required
- Experience handling customers both verbally and via emails
Nice To Haves
- 4- year undergrad degree or Associates degree from an accredited institution preferred
- Experience with audio/video, telecommunications and/or data communications highly preferred
- Microsoft Dynamics experience a plus
Responsibilities
- Responds to all technical inquiries on Leviton product lines via all media channels including; phone, email, Live-chat, and web inquiries
- Trouble shoots and resolves installation problems as described by the customer/caller and escalates where necessary to other functions within the organization e.g., marketing, sales, product managers, engineers, quality assurance, etc.
- Ensures the timely response to all inquiries of a technical nature; these questions may come from field sales, customer service, distributors, home owners, contractors, specifier, architects, etc., regarding product information, specifications and applications of new and existing products
- Provides assistance to handle competitive cross reference requests when needed
- Helps to specify Leviton products, inclusive of answering questions concerning installation or use, according to individual customer needs
- Support the company's quality program by vetting customer concerns and entering quality concern tickets as needed
- Collaborates with and provides critical feedback to management about Leviton product, training needs and departmental improvements to help improve efficiencies
Benefits
- Medical (with an HSA option), Dental, Vision and Rx coverage beginning the 1st day of the month following your start date
- 401(k) Program with employer matching contributions. Participation begins immediately upon hire; employer match begins after 1 year of service
- Life, Disability, Accident and Critical Illness insurance options
- Up to 11 paid Holidays
- Up to 18 days Paid Time Off
- Volunteer Time Off
- Tuition Reimbursement
- Health Advocacy Program
- Bereavement Leave
- additional wellness incentive programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
