CX Reporting Specialist, Logitech for Business

Customer Support Group Newark, California


Description

Position at Logitech

Job Summary

The Reporting Specialist will create detailed reports and dashboards to analyze technical support data, feedback from customers, and the operational performance of the Logitech for Business customer support teams.

 

You will analyze on a regular basis trends affecting our enterprise users, providing data-driven insights to the Head of Enterprise Support and the product and engineering teams that create our products.

Successful candidates will have experience with voice-of-the-customer reporting, data analysis, consumer hardware, and customer support. 

Primary Job Responsibilities

  • Create monthly reports highlighting customer support contact drivers and voice-of-the-customer feedback

  • Build dashboards with operational metrics to support the data needs of the department head and technical support managers

  • Analyze operational data to assist in forecasting ticket volume, support team production, and other customer support data to drive improved performance

  • Analyze web traffic data to drive optimization of enterprise support help site

  • Create external-facing dashboards to provide added visibility to cross-functional partners

  • Create ad-hoc reports as needed

Qualifications

  • At least 2 years providing voice-of-the-customer analysis for a customer support organization

  • At least 4 years working in a data analysis role 

  • Experience working with in a consumer hardware and/or tech company

  • Experience working with the following tools, or similar alternatives: Excel, Tableau, Zendesk Explore

  • Experience working with web analytics tools like Google Analytics

  • Experience creating reports for director/executive-level consumption

  • Experience working with highly technical products

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 510-713- 4866 for assistance.