Technical Customer Support Specialist

Legrand Slovenija•Richardson, TX

10h•Hybrid

About The Position

Legrand is seeking a Technical Support Specialist to join its Lighting and Controls team in Richardson, Texas, in a hybrid role. Under general supervision, this position serves as the primary point of contact for product-related support requests, product questions, application guidance, and troubleshooting. The role also provides product-related feedback to technical support management, engineering, and manufacturing to support current and future product design.

Requirements

Two to three years of phone and/or technical support experience.
Strong knowledge of basic networking, including IP schemes, ports, and network switches.
Knowledge of Windows operating systems and file structures, with the ability to troubleshoot operating-system and compatibility issues.
Ability to communicate technically complex topics to technical and non-technical end users.
Ability to troubleshoot application, installation, and quality questions and train others in proper techniques.
Ability to communicate effectively with customers and resolve problems in a timely manner.
Ability to work independently, assess the severity of product complaints, and use judgment to determine when to escalate issues to a supervisor, product liability, or another internal resource.
Strong organizational and time-management skills, close attention to detail, and ability to handle multiple priorities effectively.
Ability to maintain the image and integrity of the company with dealers and partners.
Ability to handle pressure and situations with limited time or resources.
Punctuality and reliability.
Demonstrated exceptional customer service skills and a strong customer orientation.
Strong computer and software skills, including proficiency with email, meeting-management, and CRM software, and effective use of internet and web-based resources.
Effective listening skills, ability to maintain focus, extract necessary information, validate understanding, and appropriately process detailed or complex information given and received.

Nice To Haves

College diploma in Electronics or Electrical, four years of related experience, or a combination of education and experience.
Electrical, lighting, and building-controls experience.

Responsibilities

Use phone, email, video calls, and screen-sharing applications to help customers understand lighting control products, systems, integrations, installation, and operation.
Provide technical support by remotely diagnosing issues, answering questions, assisting with replacements and returns, supplying technical documentation, and proactively updating dealers, representatives, and appropriate BCS management.
Provide customers with third-party integration information and support as needed.
Process product complaints and ensure customers receive appropriate responses in accordance with company procedures.
Monitor support activity trends to identify product issues and opportunities for new product development, and report findings to technical support leadership.
Apply knowledge and skills across a range of activities and serve as a technical resource for other departments.
Contribute to team goals and promote teamwork.
Perform other similar and related duties as required.