Technical Support Manager, Video & Logitech for Business

Customer Support Group Camas, Washington


Description

Job Summary

The Technical Support Manager will be responsible for overseeing internal technical support representatives and working with outsource partners to support high-priority video collaboration customers.

Main responsibilities will include professional and technical development of support representatives, ensuring service levels are met, overseeing daily operations and escalations. Additionally, the role will be responsible for helping to build and develop a new function within the enterprise support department, in conjunction with existing enterprise support team leadership.

Successful candidates will have extensive experience in the AV and IT fields, as well as a history of successful management of technical support teams.

Primary Job Responsibilities

  • Maintain a high level of understanding of the technical details of all Logitech’s enterprise video solutions

  • Monitor global support team’s daily performance to ensure service levels are met

  • Monitor and track trends to identify and resolve issues early, in cooperation with B2B CX leadership

  • Work with outsource partners and Logitech agents to ensure issues are escalated correctly

  • Provide an escalation point for technical and non-technical cases to ensure escalated issues are resolved in a timely manner

  • 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

  • Provide ad hoc input and feedback to B2B CX Product Specialists to assist in reporting issues

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

Experience Required

  • Minimum of 6 years experience working with the technologies listed below

  • Minimum of 6 years experience in technical support roles, with at least 3 in a supervisor/manager role

  • Advanced knowledge of video conferencing and AV products

  • Advanced knowledge of Skype/Microsoft Teams deployment and use

  • Advanced knowledge of video conferencing applications such as Zoom and Google Meets

  • Advanced knowledge of Windows and Mac operating systems troubleshooting

  • Knowledge of computer networking and operating systems

  • Familiarity with Android-based devices

  • Experience working with outsourced 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.

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