Careers

Description

The Technical Support Quality Lead is responsible for assisting in developing a comprehensive quality assurance program for the Logitech for Business technical support team. The QA team will work with team supervisors, SMEs, and the training team to identify areas of improvement for individual agents, new-hire training, and our internal resources, working together to improve the quality of support we provide our customers.

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:

• Perform regular quality reviews of phone, email, and chat tickets

• Proactively flag potential at-risk quality issues to the attention of Supervisors 

• Regularly audit and provide details of quality and balance/volume of customer support 

• Provide suggestions on internal tools to impact customer experience better 

• Review resources and content (IKB, training docs, process/procedures) to ensure alignment with QA

• Provide suggestions on advanced training programs to enhance agent technical/soft skills

• Provide feedback on operational processes/procedures for quality 

• Align QA priorities with the customer base and department objectives 

• Formulate an internal situational training program to address trending behaviors (soft skills/technical/process-related)

• Remain up to date on VC roadmap, products, processes, and procedures

Key Qualifications:

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

• 3-5 years of experience in technical support roles

• 2 years of experience in a QA role for technical support

• Experience working with video conferencing technologies

• Experience working with AV technologies

• Experience working with IT professionals

• Experience working with Zendesk or a similar ticketing system

In addition, preferable skills and behaviors include:

• Advanced knowledge of Microsoft Teams configuration and troubleshooting

• Advanced knowledge of Windows and Mac operating systems

• Advanced knowledge of video conferencing hardware and software

• Fluent in more than one language (English fluency required)

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.