Resolve technically complex support issues reported by the customers and/or other team members.
Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
Own the technical relationship with customers and manage their expectations.
Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting
Provide ad hoc feedback about trends and new issues
Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
Deliver consistent customer experience that meets or exceeds our commitments.
Be compassionate, respectful and honest
Key Qualifications
For consideration, you must bring the following minimum skills and behaviors to our team:
Expert knowledge of video conferencing and AV products
Expert/Advance knowledge of windows and Mac OS
Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
Advanced knowledge of computer networking and operating systems
Familiarity with Android-based device (beyond cellular phones) desirable
Familiarity with IOS devices desirable
Excellent communications both verbal, oral and interpersonal skills.
Excellent customer service skills.
Demonstrated ability to quickly learn and troubleshoot new technologies
Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.
Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO.
Professional level English, spoken and written.
In addition, preferable skills and behaviors include
Minimum 3 years of experience in a technical support capacity, with at least 2 years videoconference (VC) troubleshooting experience
Minimum 2 years of providing remote technical support
1yr providing high-touch support to Enterprise accounts
Technical certifications beneficial, but not required
Education
Bachelor’s degree in Computer or Electronic and Communication
Engineering or equivalent degree/experience preferred.
Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.
Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!
We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.
All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.
