Technical Support Representative, Enterprise & Video Collaboration
Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
The Team and Role: The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly *** hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members. Successful candidates will prefer to have a minimum of 3 years of remote ***/IT technical support experience, combining industry knowledge, a strong customer service ethic with advanced technical skills. Experience supporting enterprise (or business-to-business) customers and strong video conferencing software skills is a plus.
Your Contribution: Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will: - Troubleshoot video conference (VC) system issues for customers via phone, email and chat - Resolve escalated support tickets from our Tier 1 support team - Assist Tier 1 support team by providing guidance to resolve tickets without escalation - Provide ad-hoc feedback about trends, new issues and the voice of the customer - In periods of low technical support volume, assist with related projects - Suggest process improvements when you see opportunities and dissent when you don’t agree
Key Qualifications: For consideration, you must bring the following minimum skills and experiences to our team: - Fluent (written and spoken) in English - Strong listening and comprehension skills - Strong and verifiable knowledge of customer care processes and techniques - Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others - Demonstrated adaptability to new process and procedures while remaining up to date on existing standards - Demonstrated ability to isolate software related issues from hardware - Experience adapting to solve problems when normal solutions break down - Minimum 3 years of experience in IT(***) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience - Minimum 1 years of experience troubleshooting video conferencing software within an enterprise environment - Experience with one or more of the following VC software services: Zoom, MS Teams, Google Hangouts, Tencent
Preferred Qualifications: - Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms, Google Meet software or Tencent strongly preferred - Experience troubleshooting Kiosk deployments using the Android platform strongly preferred - In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred - Knowledge of computer networking and USB devices is strongly preferred - Knowledge of PC and Mac OS/or other non-*** system troubleshooting strongly preferred
Education - 4-year degree or equivalent experience
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.
