Logitech
Technical Support Representative
Overview
The Technical Support Representative role involves resolving technical support issues, primarily focusing on AV hardware and software, from business customers and handling escalations from Tier 1 team members.
About Logitech
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. We design award-winning products that drive superior performance when gaming and superior productivity when working.
Requirements & Eligibility
- Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience.
- Fluent in English, with strong written and verbal communication skills.
- Strong and verifiable knowledge of customer care processes and techniques.
- Experience with Salesforce/Oracle/Zendesk support ticketing systems.
- Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
- Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.
Key Responsibilities
- Troubleshooting video conference system issues via phone, email, and chat.
- Resolving escalated support tickets from the Tier 1 support team.
- Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation.
- Providing ad-hoc feedback about trends, new issues, and the voice of the customer.
- Assisting with related projects during periods of low technical support volume.
- Suggesting process improvements when opportunities are identified.
Interview Process
Generally, the process is simple, and as quick as possible.
Disclaimer: Trace Hiring is an independent job board. We are not directly affiliated with Logitech. Please verify all details on the official company application portal.