Technical Support Specialist II
Company: Legrand AV, Inc.
Location: Draper
Posted on: April 30, 2024
Job Description:
Thank you for your interest in becoming part of the team at
Legrand!GENERAL PURPOSEThis position actively participates in,
coordinates with, and guides the daily operations of the Customer
Care team by providing assistance to customers as well as to
Customer Care team members, and coaching the team on real-time
issues and activities in support of departmental objectives. This
position is a first point of contact for Customer Care personnel
pertaining to issues that arise, and will provide additional daily
coverage to the team through mid-shift scheduling. DUTIES AND
ACCOUNTABILITIES
- Maintain proficient knowledge of Company products as well as
department processes and procedures by performing standard Customer
Care Specialist responsibilities up to four hours per day, with
more or fewer hours based on business need
- Provide information about the Company's products and resources
to customers and sales team members placing inquiries via phone,
e-mail, or fax
- Enter own and review others' customer feedback tickets in SAP
on a timely and consistent basis, regarding the types of calls and
inquiries being received
- Perform work at or above pre-established performance
objectives
- Be the first point of contact for issues by maintaining
accessibility to team members to work through customer and internal
issues
- Ensure escalated customer situations, including the Product
Claim process, are handled promptly and consistently with core
values and legal requirements
- Update and monitor key performance metrics in Excel on a daily
basis
- Provide assistance and coaching to team members with regard to
daily, weekly, monthly, and quarterly goals and objectives
including Quality Assurance, Productivity, Schedule Compliance, and
various other activities associated to the call center production
environment
- Monitor calls, emails, chats, and order entry in coordination
with other Leads to review transaction accuracy in order to
identify training issues, as well as improvement and recognition
opportunities
- Provide training on processes and procedures to new hires
and/or to individuals identified with issues during accuracy
reviews and evaluate effectiveness of training
- Participate in department or cross-functional projects as
assigned, and be an active participant in the development and
enforcement of departmental processes and procedures
- Be a liaison between Customer Care and other functional
areas
- Coordinate with other Leads to provide to monitor service
levels throughout the day and make staffing adjustments as
needed
- Consistently adhere to Company and departmental policies and
procedures, protect the assets of the organization, maintain the
privacy and confidentiality of information, and act with ethics and
integrity
- Understand workplace hazards and take steps to proactively
prevent and report hazards or injuries in the workplace. Cooperate
in Safety Programs, initiatives, and investigations.
- Demonstrate our five core values of Integrity, Customer
Responsiveness, Innovation, Passionate Contribution & Empowerment
and Continuous Improvement JOB REQUIREMENTSEssential Knowledge,
Skills and Abilities Required:
- Ability to multi-task and manage several responsibilities
simultaneously is essential
- Acquire and maintain in-depth understanding of Company products
and processes
- Thorough understanding of SAP system as it pertains to the
order process - from order entry to invoicing and follow-up
activities
- Broad perspective on the role customer service plays in an
organization's strategy and growth
- Outstanding listening, comprehension and oral/written
communication skills
- Outstanding customer service skills - including strong detail
orientation and follow-through skills
- Proven reliability - attendance and punctuality
- Ability to confidently and effectively interact with co-workers
at all levels in the organization
- Proven ability to demonstrate flexible and efficient time
management and to appropriately prioritize workload based upon
organization or department needs
- Ability to identify process issues and recommend solutions to
improve department effectiveness
- Proficient in the use of personal computers, internet and MS
Office suite of software including Word, PowerPoint, Excel and
Outlook (or related e-mail system)
- Proven ability to work independently and as a member of a team,
with minimal supervision
- Proven ability to make sound decisions within established
guidelines
- Must be able to function in a deadline driven environment
- Must possess high degree of professionalism, resourcefulness
and the ability to handle confidential information
- Outwardly be a positive advocate for the Customer Care
Department and Milestone products, programs, policies and
proceduresMinimum Education and Experience Required:
- Some post-secondary education and previous experience in
customer service in a call center environment with at least two (2)
years in a manufacturing or technical support environment; or
combination of relevant education and experience
- SAP experienceSpecial Job Requirements:
- Ability to work flexible hours as needed, particularly in the
training of new employees
- The high level of training and knowledge invested in the Lead
position may require a minimum commitment of 12 months prior to
considering positions outside the departmentPreferred
Qualifications for Internal Candidates:
- Proven demonstration of informal leadership; ability to train
and motivate employees, as well as delegate effectivelyWORKING
CONDITIONS/PHYSICAL DEMANDS
- While performing the duties of this job, the employee is
regularly required (for the majority of the working day) to sit and
make coordinated movements of the fingers for data entry on a
keyboard. Duties will occasionally require the employee to be able
to reach above shoulder level, reach below knee level, bend, stoop,
squat/kneel; and lift, push or pull up to 50 pounds.
- General office (call center) environment
- Long-distance or air travel as needed - not to exceed 5%
travelNote: Nothing in this job description restricts management's
right to assign or reassign duties and responsibilities to this job
at any time.Milestone is proud to be an Equal Opportunity Employer.
You will be considered for this position based upon your experience
and education, without regard to race, color, religion, age, sex,
national origin, sexual orientation, ancestry; marital, disabled or
veteran status. We are committed to creating and maintaining a
workforce environment that is free from any form of discrimination
or harassment.If you'd like to work in a fun, creative,
business-casual environment that offers a comprehensive benefit
package, we encourage you to apply! Legrand is an equal employment
opportunity employer.For California residents, please see the link
for the . California law requires that we provide you this notice
about the collection and use of your personal Information.
Keywords: Legrand AV, Inc., Draper , Technical Support Specialist II, IT / Software / Systems , Draper, Utah
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