Technical Support Representative

The Tech Support Engineer role involves resolving technical support issues, primarily focusing on AV hardware and software, from business customers and handling escalations from Tier 1 team members.

Your Contribution:

• Troubleshooting video conference system issues via phone, email, and chat.
• Resolving escalated support tickets from the Tier 1 support team.
• Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation.
• Providing ad-hoc feedback about trends, new issues, and the voice of the customer.
• Assisting with related projects during periods of low technical support volume.
• Suggesting process improvements when opportunities are identified.

Your Qualifications and Skills:

• Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience.
• Fluent in English, with strong written and verbal communication skills.
• Strong and verifiable knowledge of customer care processes and techniques.
• Experience with Salesforce/Oracle/Zendesk support ticketing systems.
• Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
• Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.

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.