Technical Support Representative, Enterprise & Video Collaboration
Logitech
Vancouver, British Columbia
1d ago

Job Summary

The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members.

Successful candidates will have a minimum of 3 years of remote AV technical support experience, combining industry knowledge, a strong customer service ethic with advanced technical skill.

Experience supporting enterprise (or business-to-business) customers is a 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

In periods of low technical support volume, assist with related projects

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

Knowledge and Skills

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

Experience adapting to solve problems when normal solutions break down

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

Knowledge of computer networking and USB devices a plus

Previous Video Conference Room Administration / Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred

Qualifications

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

Minimum 1 years of providing technical support via phone

Fluent (written and spoken) in English

Strong and verifiable knowledge of customer care processes and techniques

Demonstrated experience handling moderate-to-high phone call volume

Experience with Salesforce / Oracle / Zendesk support ticketing systems

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

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 employmentwithout regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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