Technical Support Representative - Enterprise & Desktop

Customer Support Group Cork, Ireland


Description

Position at Logitech

Job Summary

The Tech Support Specialist 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:

  • 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 French

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

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.” 

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