Senior Customer Support Engineer

Logitech•Offsite - USA - TX, TX

3d•$78,000 - $112,000•Hybrid

About The Position

Logitech is seeking a skilled technical professional for the Paid Services Team to join as a Senior Customer Support Engineer in the AMR region. This role is responsible for troubleshooting and resolving difficult technical problems, primarily focusing on Logitech’s Paid Services support for video conferencing solutions. The engineer may also be asked to resolve issues with other enterprise software like MS, Zoom, and Google. Responsibilities include communicating with customers via phone, email, or video calls, providing high-touch service to global organizations, and partnering with IT decision-makers to maintain conference room spaces or assist with deployments. The role involves assisting customers with issues to ensure Enterprise customer meeting rooms remain operational and quickly identifying root causes within the ecosystem. Opportunities for career advancement in a diverse environment are also available.

Requirements

Proven knowledge of video conferencing and AV products
Expert/Advanced 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
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.

Nice To Haves

Familiarity with Android-based devices (beyond cellular phones) desirable
Familiarity with iOS devices desirable
Spanish / French skills are a plus, spoken and written.
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

Responsibilities

Resolve technically complex support issues reported by 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 cannot 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 level agreements are met.
Provide ideas and assist with the creation of knowledge base documentation and training materials for both internal and external customers.
Deliver a consistent customer experience that meets or exceeds our commitments.
Be compassionate, respectful, and honest.