Logitech
Technical Support Representative, Enterprise & Video Collaboration Job at Logite
Logitech, Camas, WA, United States, 98607
Description
Position at Logitech
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:
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
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.
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