Technical Support Engineer (T2/L2) for Desktop & Business

Customer Support Group Shanghai, China


The Role:
The Technical Support Representative is responsible for enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice, keyboard, webcams and headsets) and software, as well as escalations from our Tier 1 team. Successful candidates will have a minimum of 3 years providing technical support, with an advanced knowledge of Windows and Mac OS, USB devices, wireless and bluetooth technology, and a strong customer service ethic. Experience supporting enterprise (or business-to-business) customers is a plus.

Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will be responsible for:
Troubleshoot software, connectivity and hardware issues for customers via phone, email 
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 behaviors to our team:
Minimum 3 years of experience in a technical support role, with at least 1 year providing remote support via phone
Minimum 3 years providing support for Windows, Mac, bluetooth, wireless and USB products
Minimum 2 years providing support for software used with hardware
Experience providing support for an IT/office users
Fluent (written and spoken) in English and Chinese

In addition, preferable skills and behaviors include:
Experience quickly learning how to troubleshoot new technologies and communicate them to others
Strong knowledge of USB, wireless and Bluetooth technologies
Experience with Salesforce/Oracle/Zendesk support ticketing systems
Knowledge of common IT office equipment, technology, standards and technology
Excellent communication skills
Strong and verifiable knowledge of customer care processes and techniques

4-year degree or equivalent experience

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

“All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (510)713- 4866 for assistance.