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Technical Support Specialist II

4 months ago

Saint Paul, Minnesota, United States Legrand AV, Inc. Full time

Thank you for your interest in becoming part of the team at Legrand

GENERAL PURPOSE

The Technical Support Specialist II is an Audio-Visual support role. The Technical Support Specialist II is responsible for providingtechnicalinformation about the Company's products and resources to customersand sales team membersplacing inquiries via phone, e-mail, orother communication channels.This positionalsoperformsother functions and follow-up activities related to customer care, order entry and order management. Demonstrates an ability to operate independently and consistently execute the department's core responsibilities at a high level across2 or morebrands of Legrand | AV.

DUTIES AND ACCOUNTABILITIES

  • Operate independently and consistently execute the department's core responsibilities and processes at a high level across 2 or more brands of Legrand | AV
  • Provide daily support and guidance to team members across sites on the proper execution of common support experiences
  • Respond to requests and inquiries received via phone, e-mailor faxby providing accurate informationregarding pricing and availability, order tracking information,and avsolutions for our customers
  • Provideadvancedtechnical product support to customers and assist in troubleshooting issues
  • Diagnose and resolve complex technical product support issues related to the company's products and related equipment in the environment
  • Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world class customer service
  • Assist customers in navigating to and using website
  • Identify opportunities to cross-sell or up-sell products from customer-initiated contacts
  • Enter orders received via e-mail, EDI, orother communication channels
  • Maintain current knowledge of company products and processes through training and other available resources
  • Assist with SalesProduct Training when needed
  • Follow established procedures to complete work
  • Perform work at or above pre-established performance objectives
  • Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in safety programs, initiatives, and investigations.
  • Demonstrate our core values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability

JOB REQUIREMENTS

Essential Knowledge, Skills and Abilities Required:

  • Demonstrate advanced knowledge of the departments systems, processes and responsibilities
  • Ability to multi-task and manage several duties simultaneously is essential
  • Demonstrated customer-focus orientation
  • Outstanding listening, comprehension and oral/written communication - including grammar, spelling, punctuation and writing composition skills
  • Strong attention to detail, organizationand follow-through skills
  • Strong problem-solving skills
  • Ability to read, write and speak English fluently
  • High degree of professionalism including flexibility and willingness to change schedules to meet customer needs
  • Proven ability to work independently and as a member of a team
  • High degree of confidence and resourcefulness
  • Technical, electrical and/or mechanical experience or aptitude
  • Proven reliability - attendance and punctuality
  • Intermediate personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packages
  • Strong 10-key and keyboarding skills

Minimum Education and Experience Required:

  • High school diploma or equivalentwith a minimum of three (3) yearsof experience in a technical role at Legrand AV.

Special Job Requirements:

  • Scheduled hours for employees in this position varyby locationto support business hours
  • Overtime and weekend hours may occasionally be required

Preferred Qualifications:

  • Bachelor's Degree in marketing, sales, finance, engineering orotherbusiness-related field
  • Previous experience with SAP application and contact management (ACD) system

WORKING CONDITIONS/PHYSICAL DEMANDS

  • While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit and make coordinated movements of the fingers for data entry on a keyboard.
  • General office (call center) environment

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Legrand is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, age, sex, national origin, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.

If you'd like to work in a fun, creative, business-casual environment that offers a comprehensive benefit package, we encourage you to apply

Legrand is an equal employment opportunity employer.

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