Technical Support Specialist II

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 providing technical information about the Company’s products and resources to customers and sales team members placing inquiries via phone, e-mail, or other communication channels.

This position also performs other 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 across 2 or more brands 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-mail or fax by providing accurate information regarding pricing and availability, order tracking information, and av solutions for our customers
• Provide advanced technical 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, or other communication channels
• Maintain current knowledge of company products and processes through training and other available resources
• Assist with Sales Product 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, organization and 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 equivalent with a minimum of three (3) years of experience in a technical role at Legrand AV.

Special Job Requirements :

• Scheduled hours for employees in this position vary by location to support business hours
• Overtime and weekend hours may occasionally be required

Preferred Qualifications :

• Bachelor’s Degree in marketing, sales, finance, engineering or other business-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

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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