Technical Support Representative Ii

2 months ago

Vaughan, Canada Legrand North America Full time

Position Description:
**At a Glance**

**What Will You Do?**
- Provide excellent technical support including remotely diagnosing issues, answering questions, resolving order issues, issuing 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.
- Monitor support activity trends to determine product issues and new product development opportunities reporting findings to technical support leadership.
- Must be able to contribute to achievement of team goals and promote teamwork.
- Performs other similar and related duties as required.

Qualifications:
**Required Skills**:
**Education**:

- College Diploma in Electronics/Electrical or 4 years related experience or a combination of both education and experience preferred.

**Experience**:

- Two or more years phone or technical support experience preferred.

**Skills/Knowledge/Abilities**:

- Experience with Salesforce system preferred.
- Knowledge of basic networking (IP schemes, ports, network switches, etc.).
- Knowledge of Windows OS and file structure as well as the ability to troubleshoot OS andcompatibility issues.
- Ability to communicate technically complex topics to both technical and non-technical end users.
- Ability to communicate effectively with customers and resolve problems.
- 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.
- 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.

Company Info:
**About Legrand**

**About Legrand North and Central America**

Legrand North and Central America (LNCA) employs over 6,500 associates in 50 locations, working across six divisions/sector: Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting. 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. LNCA offers comprehensive 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. LNCA is an employee-centered, growing company with tremendous opportunity. For more information, visit legrand.us

**About Legrand’s Building Control Systems Division**

Equal Opportunity Employer

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