Senior Customer Support Engineer

Description

The Role:

Are you a skilled technical professional interested in joining a paid-for services program with high opportunities? We are searching for a Senior Customer Support Engineer in AMR region who will be responsible for troubleshooting and finding solutions to difficult technical problems.

The role will focus mainly on Logitech’s Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise software (MS, Zoom, Google). Expect to communicate with customers via phone, email or video calls, and provide high touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. 

At Logitech, you will assist customers with issues that ensure that the enterprise customers' meeting rooms stay running and quickly help to find a root cause for an issue within the ecosystem. May be called on to setup and maintain a lab in the local area. You will also enjoy opportunities to advance your career in a diverse environment.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble, Collaborate and Challenge. Have a great attitude and enjoy helping customers in a timely, efficient and pleasant way. These are the behaviors you’ll need for success at Logitech. In this role you will:

• Resolve technically complex support issues reported by the customers and/or other team members
• Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers
• 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, as necessary, 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 our commitments
• Be compassionate, respectful and honest

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

• 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 device (beyond cellular phones) desirable
• Familiarity with 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 English, skills spoken and written.  Knowledge of other language is a positive plus.

In addition, preferable skills and behaviors include:

• 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 Electronics and Communication
• Engineering or equivalent degree/experience preferred