Technical Service Representative I

About Leviton At Leviton, we build what's next to light, power, and connect everyday spaces, from electrical to lighting, to data networks, and energy management. With over 115 years of history, Leviton develops thoughtful solutions that help make its customers' lives easier, safer, more efficient, and more productive. We recognize that our people are our greatest asset. We ASK questions, EMBRACE challenges, SEEK new perspectives, and ANTICIPATE what comes next. It's about each person bringing skills and passion to a challenging and constantly changing world. About the role The Technical Support Representative (TSR) is responsible for supporting internal and external customers technical inquiries via phone, email, Live chat regarding Leviton's product lines. The TSR will recommend solutions based on the technical nature of the inquiry. This position will also be responsible to provide feedback to assist with improving products and training, identifying possible QC issues as well as identifying opportunities that can improve efficiencies that will ultimately improve the customer experience. This position works under moderate supervision and is expected to perform to set departmental standards. Responsibilities Responds to all technical inquiries on Leviton product lines via all media channels including phone, email, Live-chat, and web inquiries Troubleshoots and resolves installation problems as described by the customer/caller and escalates where necessary to other functions within the organization e.g., marketing, sales, product managers, engineers, quality assurance, etc. Ensures the timely response to all inquiries of a technical nature; these questions may come from field sales, customer service, distributors, home owners, contractors, specifier, architects, etc., regarding product information, specifications and applications of new and existing products Provides assistance to handle competitive cross reference requests when needed Helps to specify Leviton products, inclusive of answering questions concerning installation or use, according to individual customer needs Support the company's quality program by vetting customer concerns and entering quality concern tickets as needed Collaborates with and provides critical feedback to management about Leviton product, training needs and departmental improvements to help improve efficiencies 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 Ability to summarize complex topics in both written and verbal format with excellent technical communication skills Ability to effectively interact with coworkers, along with internal and external customers and key stakeholders Education & Experience 4-year undergraduate degree or Associate’s 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 include: Medical (with an HSA option), Dental, Vision and Rx coverage beginning the 1st day of the month following your start date 401(k) Program with employer matching contributions. Participation begins immediately upon hire; employer match begins after 1 year of service Life, Disability, Accident and Critical Illness insurance options Up to 11 paid Holidays Up to 18 days Paid Time Off Other perks include Volunteer Time Off, Tuition Reimbursement, Health Advocacy Program, Bereavement Leave, and additional wellness incentive programs. For more information about benefits, please go to Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Leviton is committed to transparency and security in the recruitment process and will never ask for financial information, payment, or government identification numbers during the application process. For any questions, or to ensure the legitimacy of a job posting, visit the Leviton career site, or contact us at View phone number on click.appcast.io. The future looks brighter than ever. Join our team now! Pay Range (48,000 - 55,000 per year) #J-18808-Ljbffr Leviton