Desktop Technical Support Supervisor, Logitech for Business

Customer Support Group Chennai, Tamil Nadu


Description

Position at Logitech

The Desktop Tech Support Supervisor will oversee the day-to-day performance of the Tier 2 enterprise support team in his or her region, and work closely with outsource partner(s) to ensure service levels and KPIs are met.


In addition to daily operations, the Team Manager will be responsible for the technical and professional development of the Tier 2 agents, monitoring their quality and performance, and coaching regularly to promote continued growth. The role will also be responsible for working to resolve and escalate known issues by working with cross functional resources within the company, in addition to working with the Desktop Tech Support Manager and the Head of Enterprise Support to improve the overall performance of the department. 

Primary Job Responsibilities

  • Hire, train and coach a team of technical support representatives

  • Maintain a high level of understanding of the technical details of all Logitech’s enterprise desktop products, including mice, keyboards, presenters, software, headsets and webcams

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

  • Monitor and track trends across all regions, in cooperation with leadership

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

  • Provide an escalation point for technical and non-technical customer tickets to ensure escalations 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

  • Provide ad hoc input and feedback to team members responsible for reporting issues

  • Ad hoc projects to further the growth of the enterprise customer support team

Technical Experience Needed

  • Minimum of 4 years experience working with some or all of the technologies listed below

  • Advanced knowledge of Windows and Mac operating systems

  • Advanced knowledge of wireless and USB computer peripherals

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

  • Working knowledge of computer networking and security

Customer Support Experience Needed

  • Minimum 4 years of experience supervising/managing a team of technical support agents

  • Polished written and verbal communication skills

  • Fluent in English (other languages helpful, but not required)

  • Experience coaching individuals for personal and professional development

  • Experience working with a hybrid (internal and outsourced) workforce

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 are small and flexible enough for every person to take initiative and make things happen. But we are big enough in our portfolio and reach for those actions to have a global impact. That is 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, Age, 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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