Product Support Specialist, Video Collaboration
The Product Support Specialist will support the Customer Care operations and development for our Video Collaboration (VC) group, as well as assisting in the operation and development of Logitech’s B2B customer care department.
You will serve a vital role with responsibilities including process improvement, the creation of both internal and customer-facing technical content, special customer care projects and much more.
Successful candidates will have experience with video conferencing technology and hardware, knowledge of customer support processes and practices, excellent organizational skills, and a passion for wearing many hats.
This position needs a person with a ‘can do attitude’ as well as someone who feels empowered to actively participate, share their opinion, drive improvement and be a change agent. A key factor is fully representing the voice of the customer to internal and external groups as needed.
Primary Job Responsibilities
Develop and maintain a high level of product and troubleshooting for VC products
Partner with VC technical customer care team to create internal and customer-facing troubleshooting documentation
Contribute to regular and ad hoc reports on customer care operation, in conjunction with VC customer care team and data analysts (Experience with Zendesk Explore Reporting, Adobe Analytics or Google Analytics is a plus)
Work with multiple teams to implement new processes and improvements for VC customer care
Assist in development and operation of Logitech B2B customer care
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
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
Ability to look at customer contact data trends and summarize for a wide audience ranging from executives to HW/SW engineers, to sale and marketing reps
At least 2 years working in/closely with a customer care organization
Experience working with highly technical products
Experience creating customer-facing documentation
Experience working with data and creating reports
Experience using video chat/conferencing software
Experience using audio/video hardware (cameras and speakers, not including cell phones and personal computers)
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 510-713- 4866 for assistance.