Technical Support Manager, Desktop & Logitech for Business

Customer Support Group Camas, Washington


Description

Position at Logitech

Job Summary

The Support Team Manager will manage the operation and performance of the Logitech for Business Customer Experience team responsible for supporting our enterprise desktop customers. Products covered include mice, keyboards, presenters and software used by our global customers. 

In addition to the overall performance of the team, the Team Manager will be responsible for the technical and professional development of the internal agents, monitoring their quality and performance, and coaching regularly to promote continued growth.

The role will also work with the Logitech for Business Knowledge Manager and the Head of Support, evaluating, implementing and improving how we deliver support to our customers.

Primary Job Responsibilities

  • Oversee internal support team and work with Head of B2B CX and outsource team leadership to ensure service levels are met

  • Work with enterprise support team to ensure escalated issues are resolved quickly and effectively

  • Monitor internal agent performance and provide coaching to improve support quality and technical capability

  • Suggest and implement improvements to workflow, tools and general policies to improve quality and efficiency of B2B CX

  • Schedule internal team and coordinate with outsource team leadership to ensure staffing matches arrival patterns

  • Work with B2B CX leadership team to ensure internal and external content reflects the needs of the team and customer

  • Ad hoc projects to further the growth of the B2B CX vertical

Experience and Qualifications

  • Minimum 8 years of experience in technical support roles

  • Minimum 4 years experience in leadership roles in technical support

  • Minimum 2 years experience leading multinational teams

  • Advanced knowledge of USB peripherals 

  • Advanced knowledge of Window and Mac operating systems

  • Advanced knowledge of Bluetooth technology

  • Advanced knowledge of wireless technology 

  • Experience working with call centers/BPOs

  • Proven success developing technical support teams

Education

  • 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.

#LI-JM21