Technical Product Support Specialist

1 week ago

Richardson Texas, United States Legrand North America Full time
Job Summary

We are seeking a highly skilled Technical Product Support Specialist to join our Building Control Systems team at Legrand North America. As a key member of our team, you will provide exceptional support to our customers, ensuring they receive the best possible experience with our products.

Key Responsibilities
  • Provide comprehensive support to customers through various communication channels, including email and phone.
  • Offer detailed guidance on product installation, operation, maintenance, and troubleshooting.
  • Create and maintain accurate documentation of support activities.
  • Diagnose issues, respond to inquiries, and facilitate replacements and returns.
  • Communicate complex technical concepts to a diverse audience.
  • Maintain company reputation and integrity.
  • Monitor support activity trends to identify product issues and opportunities for new product development.
  • Support team objectives and promote a collaborative environment.
Requirements
  • College diploma in Electronics/Electrical or 3 years of related experience or a combination of both education and experience.
  • Two to three years of phone or technical support experience.
  • Proficiency with Salesforce and Talkdesk Systems is advantageous.
  • Strong problem-solving skills, with the ability to resolve technical issues efficiently.
  • Excellent communication abilities, both in writing and verbally, to convey complex information and serve as a technical resource.
  • Able to work independently, assess the severity of the product complaint, and use judgment to determine when to escalate issues to a supervisor or internal resource.
  • Familiarity with networking concepts and electrical, lighting, and building controls is preferred.
  • Ability to communicate technically complex topics to both technical and non-technical end users.
  • Requires strong organizational and time management skills, close attention to detail, and the ability to effectively handle multiple priorities.
  • Strong computer and software skills, proficiency using email, meeting management, and CRM software.
About Legrand North America

Legrand North America is a leading provider of electrical and digital building infrastructures. Our purpose is to improve lives by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable.

We hold a leading position in every North American market we serve and focus on exceeding our customers' needs within the commercial, residential, and industrial industries.

Legrand North America offers comprehensive benefits, including medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group network.

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