Technical Support Representative - Enterprise & Desktop

Logitech is seeking a Technical Support Representative to provide technical support to business customers using their enterprise desktop products and software.

The successful candidate will have a minimum of 3 years of experience providing technical support, with advanced knowledge of Windows and Mac OS, USB devices, wireless and Bluetooth technology, and a strong customer service ethic.

Responsibilities:

• Troubleshoot software, connectivity, and hardware issues for customers via phone and email
• Resolve escalated support tickets from the Tier 1 support team
• Assist the 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
• Assist with related projects during periods of low technical support volume

Requirements:

• Minimum 3 years of experience in a technical support role
• Minimum 3 years providing support for Windows, Mac, Bluetooth, wireless, and USB products
• Minimum 2 years providing support for software used with hardware
• Experience providing support for IT/office users
• Fluent in English

Helpful knowledge and skills:

• Experience quickly learning to troubleshoot new technologies and communicate them to others
• Strong knowledge of USB, wireless, and Bluetooth technologies
• Experience with Salesforce/Oracle/Zendesk support ticketing systems
• Knowledge of common IT office equipment, technology, standards, and technology
• Excellent communication skills
• Strong and verifiable knowledge of customer care processes and techniques

Education:

• 4-year degree or equivalent experience