Logitech Inc. is hiring: Technical Support Representative, Enterprise & Video Co

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Team and Role:

The Technical 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 hybrid position, with a minimum of 1 day a month in our Camus, Washington office.

Your Contribution:

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 year 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

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.

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.

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.

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