Responds to all technical inquiries on Leviton product lines via all media channels including; phone, email, Live-chat, and web inquiries Trouble shoots 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 servic... more details
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 Services 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 Trouble shoots 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 Excellent oral and written communication and interpersonal skills Excellent technical problem-solving skills Experience with residential lighting, automation, control, audio/video, telecommunications and/or data communications highly preferred Sense of ownership, sound judgment in analyzing and recommending solutions Fluent in Spanish a plus Able to work under general supervision Creative, innovative, resourceful, and able to think independently Ability to use internet as a resource Analytical ability Education & Experience 4- year undergrad degree or Associates degree from an accredited institution preferred Trade or technical school certificate 1-2 years customer service and / or product support experience required (electrical industry preferred) Experience in handling customer on-line reviews, ratings and questions from third-party websites Technically savvy with installing apps (Android and Apple devices), WiFi, Zigbee, Bluetooth and Z-Wave devices is a plus Salesforce Service Cloud experience What We Offer Comprehensive benefits include: Medical, dental, and vision insurance programs 401K plans with employer-matching contributions Tuition reimbursement PTO Paid holidays Volunteer time off For more information about benefits, please go to: https://careers.leviton.com/benefits Leviton is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. The future looks brighter than ever. Join our team now! #LI-AO1, #LI-Hybrid Pay Range $45,000 - $50,000 per year
