Senior Customer Support Engineer

Logitech is seeking a Senior Customer Support Engineer in Cork to join their paid Services program. The successful candidate will troubleshoot and solve complex technical problems for Logitech's Paid Services support, primarily for video conferencing solutions. They will communicate with customers via phone, email, or video calls, providing high-touch service across global organisations.

Responsibilities:

• Resolve technically complex support issues reported by customers and/or other team members
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner
• 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 answer non-escalated phone calls and email support tickets
• Provide ideas and assist with creation of knowledge base documentation and training materials
• Deliver consistent customer experience that meets or exceeds commitments

Key Qualifications:

• Expert knowledge of video conferencing and AV products
• Expert/advanced 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 devices and iOS devices desirable
• Excellent communications and customer service skills
• Demonstrated ability to quickly learn and troubleshoot new technologies
• Good working knowledge and skills in MS Office 365, Exchange, Azure AD, and SSO
• Professional level English, spoken and written

Preferred Qualifications:

• 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
• 1 year 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