Careers

Description

The CX Training Lead is responsible for developing and delivering technical training for Logitech’s enterprise customer support team on advanced video conferencing hardware and software, ticket handling processes, soft skills, and more.

Successful candidates will have advanced technical knowledge of video conferencing hardware and software, Mac, Windows, Android operating systems, and computer peripherals. They will also need a proven history of creating process and technical training documentation and deploying this training using an LMS for large teams.

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:

• Develop training documentation, e-learning modules, and videos for video conferencing hardware, software, and other peripherals.

• Train incoming classes of technical support representatives 

• Deliver training on new products and features to the existing team

• Work with team admins to refine training materials to address necessary improvements

• Work with team admins to develop and maintain a robust internal knowledge base

• Work with external partners to deliver training to representatives and/or train-the-trainer sessions

• Develop and manage project timelines to ensure deadlines are achieved.

• Working with Subject Matter Experts conducts learning needs assessments, identifies learning solutions, and establishes learning objectives.

• Performs other duties as assigned

Key Qualifications:

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

• 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

• Fluent (written and spoken) in English and Spanish

• Strong and verifiable knowledge of customer care processes and techniques

• Minimum six years of experience in the technical support field

• Minimum three years of experience developing and delivering technical support training

• Minimum 1-year experience providing fully remote training via video conference

• Advanced knowledge of video conferencing and AV products

• Advanced knowledge of Microsoft Teams, Zoom, and Google Meet

• Advanced knowledge of Windows, Mac, and Andriod operating systems troubleshooting

• Advanced knowledge of computer peripherals

• Knowledge of computer networking and operating systems

• Advanced understanding of LMS (OpenLMS, AbsorbLMS, Totara, etc.)

• Knowledge of PC and other non-AV system troubleshooting a plus

• Knowledge of computer networking and USB devices a plus

• Experience with Zendesk support ticketing system a plus

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 the 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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