Customer Care Tier 3 Technical Support

Customer Support Group Offsite US, California


Description

Position at Logitech

The Role

The Tier 3 Technical Support agent is responsible for being the last-level escalation path for troubleshooting end-user reported product and software issues. The T3 tech is expected either to have the answer or come up with the answer where there otherwise is no defined resolution path. This individual also should have a strong baseline knowledge of products and related platforms and systems that are associated with the Streamers and Creators product portfolio including but not limited to microphones, webcams, and streaming devices.

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:

 

  • Learn, and educate yourself on Blue and Logitech products. The tier 3 tech is expected to be the leading product expert within the CX organization.

  • Collaborate with other teams including Product Quality Assurance, New Product Introduction, Product Managers, and CX management.

  • If issues are found with products, the team lead will be the direct contact between either the Customer Care Manager and/or the engineering team.

  • Use the products outside of work. Understanding the end-to-end consumer experience is an important part of the role.

  • Other: the CX team is directly responsible for communication and resolution of customer-facing issues. There may be additional tasks to accomplish these goals and the T3 agent should maintain a consumer-focused, issue resolution mindset and operation.

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

 

  • Strong knowledge of the following technologies: Personal computers, digital signal chain including audio and networking, XLR microphones, USB microphones, mobile devices, consoles, streaming related devices, and 

  • CRM knowledge and experience (Zendesk). This includes creating and editing macros (troubleshooting instruction sets), FAQ content, and reports in both Explore and Tableau.

  • Strong written and verbal communication skills including grammar and articulation of technical issues in a concise and understandable way.

  • Understanding of the end-to-end customer experience with Blue and Logitech products.

  • Experience with Google Drive and Google Docs

  • Experience with Microsoft Office Suite

  • Experience with both Windows and Mac operating systems

 

Education:

  •  High School Diploma/College 

 

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.”