Job Summary
The Tech Support Representative is responsible for resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members.
This Job is a remote position with a minimum of 1 day a month in office (subject to Change)
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
Key Qualifications:
For consideration, you must bring the following minimum skills and experiences to our team
Proven experience in an AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience
Experience providing technical support via phone
Experience troubleshooting video conferencing software within an enterprise environment
Fluent (written and spoken) in English
Strong and verifiable knowledge of customer care processes and techniques
Demonstrated experience handling moderate-to-high phone call volume
Experience with Salesforce/Oracle/Zendesk support ticketing systems
Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts
Preferred Qualifications:
Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred
In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred
Experience troubleshooting Kiosk deployments using the Android platform strongly preferred
Knowledge of computer networking and USB devices is strongly preferred
Knowledge of PC and Mac OS/or other non-AV system troubleshooting strongly preferred
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!
This position offers an annual base salary typically between $ 71,500 - $ 101,000 depending on location and experience.
In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.
Logitech offers benefits such as Medical Coverage, Dental Coverage, Vision Coverage, Traditional and Roth 401(k) Plans, Flexible Spending Accounts, Employee Share Purchase Plan (ESPP), Basic and Additional Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement Plans, Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, and Paid Parental Leave.
Logitech also offers Wellness Programs, Health Savings Account Plans, access to Expert Medical Opinions, Identity Theft Protection, Breast Milk Delivery to Nursing Mothers on Business Travel, access to a Group Legal Plan, Donations Matching Programs, Employee Product Discounts, and access to Auto, Home, and Pet Insurance.
All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process, and need an alternative method for applying, you may contact us toll-free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.
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