Support Jobs in West Hartford, CT

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Technical Support Representative I

Legrand Group West Hartford, CT

West Hartford, CT

Today

Full time Computer Skills Customer Support Product Complaints

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Job Description

Technical Support Representative I supports Legrand Group’s Electrical Infrastructure division in West Hartford, CT by answering product and application questions and handling technical issues within established service levels.

Responsibilities

Process product complaints, enter complaints into the required database, and ensure customers receive appropriate responses in line with company procedures.
Detect product quality issues and emerging trends and share findings with the appropriate internal teams for assessment and corrective action.
Review complaint intake and customer communication workflows and recommend improvements.
Develop and maintain the cross-reference database, web Q&As, and technical information (and similar technical resources).
Contribute feedback to support the creation and updating of field programs such as product training courses, “how-to” tips, and competitive analysis.
Provide third-party certifications plus other technical support and documentation to customers as needed.
Occasionally review new product prototypes for function and ease of installation.
Based on customer requests, provide feedback to Product Managers and the engineering team regarding product gaps or ideas for design changes.
Complete related project assignments as directed to support the ongoing needs of the Marketing Department.
Perform other similar and related duties as required.

Requirements

Comprehensive product knowledge: all products, their applications, the codes and standards governing their use, and installer/user preferences for hands-on installation techniques.
Ability to troubleshoot application questions and quality problems, including training others in correct techniques.
Strong customer communication skills to resolve technical problems effectively.
Ability to work independently, evaluate complaint severity, and apply judgment to escalate to the manager, product liability, or a related internal resource.
Strong computer skills, including proficiency with word processing, spreadsheet, presentation, email, and meeting management software.
Efficient use of the internet and web-based resources.
Effective written and oral communication, including the ability to deliver presentations.
Ability to create clear reports, presentations, and business correspondence.
Active listening skills: maintain focus, extract necessary information, and validate understanding.

Technical Tools & Systems

Word processing
Spreadsheet software
Presentation software
Email
Meeting management software
Internet and web-based resources
Cross-reference database
Web Q&As
Technical information database

Collaboration & Scope

Individual Contributor in the Organization: Individual Contributor Competency Model.
Main interface (internal): product managers, manufacturing, quality, engineering.
Main interface (external): customers, distributors.
Budget: manages defective replacement parts budget to actual.

Travel

Travel may be necessary, expected to be infrequent, if at all.

Education & Experience

Education: BS in engineering or a related technical field.
Experience: 0-2 years in the electrical industry in a customer or technical support role, engineering, or electrical contracting.

Benefits

Comprehensive medical, dental, and vision coverage
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
Active/growing Employee Resource Group network

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