Technical Support Representative, Enterprise & Video Collaboration

Customer Support Group Shanghai, China


Description

Position at Logitech

The Role:
The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members. Successful candidates will have a minimum of 3 years of remote AV technical support experience, combining industry knowledge, a strong customer service ethic with advanced technical skill. Experience supporting enterprise (or business-to-business) customers is a plus.

Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble. Speak up. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:
Troubleshoot video conference (VC) system issues for customers via phone, email and chat
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
Suggest process improvements when you see opportunities and dissent when you don’t agree

Knowledge and Skills:
Strong written and verbal communication skills
Strong listening and comprehension skills
Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others
Experience adapting to solve problems when normal solutions break down
Knowledge of PC and/or other non-AV system troubleshooting a plus
Knowledge of computer networking and USB devices a plus
Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred
Ability to adapt within both work from home and in-office environments 

Key Qualifications:
For consideration, you must bring the following skills and behaviors to our team:
Minimum 3 years of experience in a audio-video (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience
Minimum 1 years of providing technical support via phone
Fluent (written and spoken) in English and Chinese
Strong and verifiable knowledge of customer care processes and techniques
Demonstrated experience handling moderate-to-high phone call volume
Experience with Salesforce/Oracle/Zendesk support ticketing systems
Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts

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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