Sr. Customer Support Engineer (Spanish Speaker)

Logitech is seeking a Spanish-native Customer Support Engineer to join their team in Cork, Ireland. The successful candidate will be responsible for troubleshooting and resolving complex technical issues related to Logitech's Paid Services support for video conferencing solutions.

The ideal candidate will have expert knowledge of video conferencing and AV products, excellent working knowledge of video conferencing applications such as Zoom, MS Teams, and Google Meet, and advanced knowledge of computer networking and operating systems.

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 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 commitments

Key Qualifications:

• 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 devices and 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 both English and Spanish, 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