Note: The job is a remote job and is open to candidates in USA. Logitech is a company focused on positive global impact and flexibility in work. They are seeking a Senior Customer Support Engineer to troubleshoot technical issues primarily related to video conferencing solutions and provide high-touch service to enterprise customers.
Responsibilities
- 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
Skills
- Proven 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, Spanish / French skills are a plus, spoken and written
- Bachelor's degree in Computer, Electronic or Communication Engineering or equivalent industry experience
- Proven experience in a technical support capacity, with excellent videoconference (VC) troubleshooting experience
- Strong history of providing remote technical support
- Experience providing high-touch support to Enterprise accounts
- Technical certifications beneficial, but not required
Benefits
- 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
- Paid Parental Leave
- 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
- Access to Auto, Home, and Pet Insurance
- Hybrid work model allows some employees to work remotely while others work on-premises
Company Overview
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