Product Support Specialist, B2B

Customer Support Group Newark, California


Description

Position at Logitech

Job Summary

The Product Support Specialist will support the customer care operations and development for a number of Logitech products used by business and educators.

This role will work with many of Logitech’s business-oriented product groups with responsibilities including the creation of technical documentation, process improvement, resolving escalated support issues, special projects and more.

Successful candidates will have excellent communication and organizational skills, knowledge of customer support processes and practices, and the ability to work on multiple projects in a short time frame.

Primary Job Responsibilities

  • Develop and maintain a working knowledge of all areas of affecting customer care; products, processes, operations, customer feedback, etc.

  • Work with customer support teams and end users to resolve escalated customer issues

  • Partner with members of product teams and external partners to create internal and customer-facing documentation

  • Contribute regular and ad hoc reports on customer care operation, in conjunction with external customer care team and data analysts

  • Help implement new processes and improvements to help better support the products you cover

  • Assist in development and operation of Logitech B2B customer care

    • Contribute to special projects as directed

    • Work with other product specialists to maintain consistent customer care experience across B2B products

Knowledge and Skills

  • Strong written communication skills required

  • Demonstrated project management skills

  • Proven ability to effectively multi-task and work independently with attention to detail

  • Experience working with large teams and/or co-workers in different timezones

  • Experience using bluetooth peripheral devices such as headsets, keyboards, mice, etc

Qualifications

  • At least 2 years working in/closely with a customer care organization

  • Proven ability to quickly learn new technologies and skills

  • Experience creating customer-facing documentation

  • Experience working with data and creating reports

Preferred Qualifications

  • Experience in a B2B environment

  • Experience working with/in the education system

Education

  • 4-year degree or equivalent experience

“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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