Technical Support Representative, Video Collaboration

Customer Support Group Camas, Washington


Description

Position at Logitech

Job Summary

The Video Collaboration Tech Support Representative is responsible for enthusiastically resolving technical support issues from customers and providing technical guidance to Tier 1 team members.

Successful candidates will have a minimum of 3 years of remote AV support experience, combining a strong customer service ethic with advanced technical skill. Experience collaborating with support team members across multiple locations is a big plus.

Primary Job Responsibilities

  • 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

  • Suggest process improvements when you see opportunities and dissent when you don’t agree

Knowledge and Skills

  • Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts

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

  • Knowledge of computer networking and USB devices

  • 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

Qualifications

  • Minimum 3 years of experience in a audio-video (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience

  • Minimum 2 years of providing technical support via phone

  • Strong and verifiable knowledge of customer care processes and techniques

  • Experience with Salesforce/Oracle/Zendesk support ticketing systems

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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