• Technology Support Associate

    Location US-IA-Albia
    # Positions
    Experience (Years)
    Customer Service
  • Position Description

    At a Glance


    Legrand has an exciting opportunity for a Technology Support Associate to join theLegrand/DCD team in Albia, Iowa. The primary purpose of the Technical Support Associate role is to provide pre-sale and post-sale, 2nd level technical product and application support in a customer facing role via phone, email, chat, and other related interaction methods.  Most of the interactions will be qualified as technical support issues by the Product Specialist team before the Technical Support Associate is conferenced into the interaction, however there may be cases where the initial customer interaction is handled by the Technical Support Associate. 


    What Will You Do?


    • Act as 2nd level of technical support for inbound product and application issues experienced by DCD customers.
    • Validate product choice on a bill of materials. This includes validating that product will support application and/or that all products work together.
    • Recommend products/solutions to support specific applications as a 2nd level of technical support.
    • Provides guidance, assistance, coordination and follow up on client questions and problems.
    • Diagnose, identify, and resolve problems with hardware, and firmware, in a timely and professional manner via telephone and email communication.
    • Answer incoming support phone calls from users around the world.
    • Document problems and solutions in Salesforce.com.
    • Provide professional, courteous, and timely responses to customer inquiries.
    • Collaborate with a wide variety of functional areas such as sales, engineering, quality, manufacturing, and operations to develop and provide response to customer needs.
    • Provide pre- and post-sales assistance to internal and external customers by assisting with problems and answering questions via phone, e-mail, and online web tools when Product Specialist (1st level support) staffing levels are low.
    • Follow other job related instructions and perform other job related tasks as requested Perform other duties as assigned.


    Preferred Qualifications:


    • A minimum of 1 year customer support experience in information technology industry, data center industry experience preferred 
    • Familiarity with various applications and connectivity products and solutions for network structured cabling and audio/video
    • Working knowledge of Microsoft Office applications. (Word/Excel/PowerPoint/Outlook)
    • Working knowledge of Salesforce.com is desired
    • Working knowledge of SAP is desired
    • Excellent written and verbal communication skills
    • Command of Internet navigation tools to explore answers to technical problems
    • Strong organizational and planning skills and the ability to work independently
    • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
    • Ability to diagnose, identify, and resolve problems with hardware, and firmware using problem solving skills





    Company Info

    About Legrand

    Every day, Legrand brings power, light and data to millions of spaces around the world. Legrand is a global, publicly-traded company listed on the Euronext (Legrand SA EPA: LR) with 36,000 employees worldwide, a market cap of $16B, revenue of more than $5 billion, with products sold in 180 countries. Legrand is listed on the Forbes Global 2000 as one of the world’s best employers.  For more information, visit legrand.com.


    About Legrand North and Central America

    Legrand North and Central America (LNCA) employs over 5,000 associates in 60 locations, working in 6 product categories (Electrical Wiring Systems, Building Control Systems, AV, Data Communications, Power Distribution and Control, and Lighting).  LNCA offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, and an active women’s network.  LNCA is an employee-centered, growth company with tremendous opportunity.  For more information, visit legrand.us


    About Legrand’s Data Communications Division

    Legrand is a leader in network infrastructure solutions, with products designed to support data centers, building networks and audio/video applications.  Legrand ensures maximum productivity in office and campus environments by providing reliable network and A/V infrastructure. Our connectivity, physical infrastructure and cable management solutions support building networks with designed-in efficiency, seamless integration and flexibility to meet changing space demands of your space.  Legrand also delivers comprehensive network infrastructure to meet the expanding requirements of today’s data centers, with a range of connectivity, physical infrastructure, cable management, power and cooling solutions. These systems support next generation technologies with flexibility for future growth and energy and installation efficiencies, united by superior design.

    For more information, visit legrand.us/datacom








    Equal Opportunity Employer


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