Technical Customer Support Specialist

Legrand has an exciting opportunity for a Technical Support Specialist to join the Lighting and Controls Team in Richardson, TX in a hybrid role. 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

• 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 or our lighting control systems.
• Provide excellent technical support including remotely diagnosing issues, answering questions, -, assist with replacements and returns, provide 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 insure 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.
• Must be able to apply knowledge/skills to a range of activities and act as a technical resource for other departments.
• Must be able to contribute to achievement of team goals and promote teamwork.
• Performs other similar and related duties as required.

Education

• College Diploma in Electronics/Electrical or 4 years related experience or a combination of both education and experience preferred. Experience:
• Two to three years phone and/or technical support experience. Skills/Knowledge/Abilities:
• 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.
• Able to work independently, assess the severity of the product complaint and use judgment to determine when to escalate issues to supervisor, product liability or related internal resource.
• Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.
• Maintain the image and integrity of the Company with our dealers and partners.
• Ability to handle pressure and time/resource limited situations.
• Required to be punctual and reliable.
• Must have 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.
• Must be an effective listener, able to maintain focus, extract necessary information and validate understanding of the information. Demonstrated ability to give and receive detailed/complex information, and process that information appropriately.