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Technical Customer Support Specialist
Legrand. Assist customers via phone, email, video calls, and screen-sharing applications with product, system, integration, installation, and operation questions for lighting control systems.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support for lighting control systems, with strong knowledge of networking, electrical systems, and customer service. Capable of effectively communicating complex technical topics to diverse audiences while managing multiple priorities and ensuring customer satisfaction.
Highest-signal resume keywords
Technical Support ExperienceNetworking KnowledgeElectrical And Lighting Controls ExperienceCustomer Service SkillsProblem-Solving Ability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingNetworkingElectrical SystemsLighting Control SystemsWindows OSFile StructureApplication InstallationProduct Complaint ProcessingDocumentation
Soft Skills
Effective CommunicationOrganizational SkillsTime ManagementAttention To DetailListening Skills
Tools & Technologies
CRM SoftwareEmailMeeting Management ToolsScreen-Sharing ApplicationsWeb-Based Resources
Industry Keywords
ElectronicsBuilding ControlsIntegration SupportCustomer OrientationTechnical Resource
About the role
Key responsibilities & impact- Assist customers via phone, email, video calls, and screen-sharing applications with product, system, integration, installation, and operation questions for lighting control systems.
- Provide technical support, remotely diagnose issues, answer questions, assist with replacements and returns, provide technical documentation, and proactively update dealers, representatives, and appropriate management.
- Provide third-party integration information and support.
- Process product complaints and ensure appropriate customer responses according to company procedures.
- Monitor support activity trends to identify product issues and new product development opportunities, reporting findings to technical support leadership.
- Apply knowledge and skills across a range of activities and serve as a technical resource for other departments.
- Contribute to team goals and promote teamwork.
- Perform other similar and related duties as required.
Requirements
What you’ll need- College Diploma in Electronics/Electrical or 4 years related experience or a combination of both education and experience preferred.
- Two to three years phone and/or technical support experience.
- 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, with ability to troubleshoot OS and compatibility issues.
- Ability to communicate technically complex topics to technical and non-technical end users.
- Ability to troubleshoot application and installation questions and quality problems and train others in proper technique.
- Ability to communicate effectively with customers and resolve problems in a timely manner.
- Ability to work independently, assess product complaint severity, and determine when to escalate issues.
- Strong organizational and time management skills, close attention to detail, and ability to handle multiple priorities.
- Ability to handle pressure and time/resource-limited situations.
- Punctual and reliable.
- Demonstrated exceptional customer service skills and strong customer orientation.
- Strong computer and software skills, including proficiency with email, meeting management, and CRM software.
- Ability to use internet and web-based resources efficiently and effectively.
- Effective listening skills, ability to maintain focus, extract necessary information, validate understanding, and process detailed/complex information appropriately.
Benefits
Comp & perks- Comprehensive medical coverage
- Dental coverage
- Vision coverage
- High employer 401K match
- Paid time off (PTO)
- Holiday pay
- Short-term disability benefit plan
- Long-term disability benefit plan
- Paid maternity leave
- Paid parental leave
- Bonus opportunities in accordance with the Company’s incentive plans
- Paid time off to volunteer
- Employee Resource Group network