Technical Support Representative

About the role

The Technical Support Representative (TSR) supports internal and external customers with technical inquiries regarding Leviton's product lines. They recommend solutions based on the technical nature of the inquiry and provide feedback to improve products and training.

Responsibilities

• Responds to all technical inquiries via phone, email, Live-chat, and web inquiries.
• Troubleshoots and resolves installation problems as described by the customer/caller and escalates where necessary.
• Ensures timely response to all technical inquiries, including those from field sales, customer service, distributors, home owners, contractors, specifiers, architects, etc.
• Provides assistance for competitive cross-reference requests.
• Helps specify Leviton products, answering questions about installation or use according to individual customer needs.
• Supports the company's quality program by vetting customer concerns and entering quality concern tickets as needed.
• Collaborates with management to provide feedback on product, training needs, and departmental improvements.

Qualifications

• Motivated to find creative solutions to improve processes and customer experience.
• Excellent technical problem-solving and analytical skills, and ability to think independently.
• Sense of ownership, sound judgment in analyzing and recommending solutions.
• Able to work under general supervision.
• Able to summarize complex topics in both written and verbal formats with excellent technical communication skills.
• Able to effectively interact with coworkers, internal, and external customers, and key stakeholders.

Education & Experience

• 4- year undergrad degree or Associates degree from an accredited institution preferred.
• Minimum 1 year customer service (including written customer communication) and/or product support experience required.
• Experience with Microsoft Excel and Office Suite required.
• Experience handling customers both verbally and via emails.
• Experience with audio/video, telecommunications, and/or data communications highly preferred.
• Microsoft Dynamics experience a plus.

What We Offer

• Comprehensive benefits including medical, dental, vision, and Rx coverage, life, disability, accident, and critical illness insurance options, up to 11 paid holidays, and up to 18 days paid time off.
• Tuition reimbursement, health advocacy program, bereavement leave, and additional wellness incentive programs.

Pay Range

$48,000 - $55,000 per year