Technical Customer Support Specialist

Legrand Group; Richardson (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Legrand seeks a Technical Support Specialist to join the Lighting and Controls team in Richardson, TX, in a hybrid role. You will be the primary contact for product-related support and have the opportunity to assist with troubleshooting and feedback to engineering and manufacturing groups.

The role requires strong customer service skills, technical knowledge, and the ability to communicate complex topics to both technical and non-technical end users.

Qualifications

• College diploma in Electronics/Electrical or 4 years related experience.
• Two to three years of phone and/or technical support experience.
• Strong knowledge of basic networking.
• Experience with Windows OS and troubleshooting.
• Ability to communicate technically complex topics to users.
• Excellent customer service skills and problem resolution.

Responsibilities

• Assist customers via phone, e-mail, video calls, and screenshares to understand the products, systems, integration, installation, and operation of our lighting control systems.
• Provide excellent technical support including remote diagnosis and troubleshooting.
• Provide 3rd party integration information and support to customers as required.
• Process product complaints as required and ensure appropriate customer response to product complaints.
• Monitor support activity trends and report findings to technical support leadership.
• Collaborate with other departments as a technical resource and contribute to team goals.

Skills

Technical support

Customer service

Networking basics

Communication skills

Problem solving

Time management

Education

College Diploma in Electronics/Electrical

Tools

CRM software

Windows OS knowledge

Screen sharing tools

Job description

• Locations Richardson, TX, United States (Hybrid)
• Brand Legrand
• Employment type Regular
• Travel Required Yes
• Job Category Customer Service

Job Description

Legrand has an exciting opportunity for a Technical Support Specialist to join the Lighting and Controls Team in Richardson, TX in a hybrid role. The successful candidate under general supervision, provide primary point of contact for all product related support requests and general product questions/applications and troubleshooting. Assist in providing product related feedback to the technical support management, engineering, and manufacturing groups in support of current and future product design

Responsibilities

• Using a variety of communication vehicles (phone, e-mail, video call, and screenshare applications) assist the customer in understanding the products, systems, integration, installation, and operation or our lighting control systems.
• Provide excellent technical support including remotely diagnosing issues, answering questions, -, assist with 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.
• Process Product complaints as required and insure appropriate customer response to product complaints in accordance with company procedures.
• Monitor support activity trends to determine product issues and new product development opportunities reporting findings to technical support leadership.
• Must be able to apply knowledge/skills to a range of activities and act as a technical resource for other departments.
• Must be able to contribute to achievement of team goals and promote teamwork.
• Performs other similar and related duties as required.

Qualifications

Education

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

Experience

• Two to three years phone and/or technical support experience.

Skills/Knowledge/Abilities

• 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 as well as the ability to troubleshoot OS and compatibility issues.
• Ability to communicate technically complex topics to both technical and non-technical end users.
• Ability to troubleshoot application and installation questions and quality problems and to train others in proper technique.
• Ability to communicate effectively with customers and resolve problems in a timely manner.
• Able to work independently, assess the severity of the product complaint and use judgment to determine when to elevate 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.
• Strong computer and software skills, proficiency using e-mail, meeting management and CRM software. Ability to use internet and web-based resources efficiently and effectively.
• 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.

About Us

Legrand is the global specialist in electrical and digital building infrastructures. Its comprehensive offering of solutions for residential, commercial, and datacenter markets makes it a benchmark for customers worldwide.

Legrand's Lighting & Controls division combines high-performance architectural and specialty lighting with intuitive controls to create safe, comfortable, and energy-efficient spaces. Our integrated solutions simplify the design, installation, and management of the built environment while delivering exceptional user experiences, operational efficiency, and reliable performance at scale. The division includes the Finelite, Focal Point, Kenall, OCL, and Pinnacle lighting brands, along with the Wattstopper and Vantage controls and building management systems.

Legrand, North & Central America offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us.