Sr. Customer Support Engineer

Logitech

2d•Hybrid

About The Position

Logitech is seeking a Senior Customer Support Engineer in the AMR region to join a collaborative team environment. This role is responsible for troubleshooting and resolving difficult technical problems, primarily focusing on Logitech’s Paid Services support for video conferencing solutions. The position may occasionally involve resolving issues with other enterprise software such as 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 aims to help customers keep their enterprise meeting rooms operational and quickly identify root causes for issues within the ecosystem. Opportunities for career advancement in a diverse environment are also highlighted.

Requirements

Strong knowledge of video conferencing and AV products
Strong knowledge of windows and Mac OS
Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
Proven 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.
Exceptional 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.

Nice To Haves

Proven experience in a technical support capacity, with very strong video conference (VC) troubleshooting experience
Proven experience providing remote technical support
Proven experience providing high-touch support to Enterprise accounts
Technical certifications beneficial, but not required

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.