Description

The Team and Role:

The Technical Support Representative is responsible for 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.

This job is a hybrid position, with a minimum of 1 day a month in our Camus, Washington office.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:

• 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

Key Qualifications:

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

• Proven experience in an AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience

• Experience providing technical support via phone

• Experience troubleshooting video conferencing software within an enterprise environment 

• 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

Preferred Qualifications:

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

• In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred

• Experience troubleshooting Kiosk deployments using the Android platform strongly preferred  

• Knowledge of computer networking and USB devices is strongly preferred

• Knowledge of PC and Mac OS/or other non-AV system troubleshooting strongly preferred

This position offers an annual base salary typically between$ 71,500 - $ 101,000, depending on location and experience.

In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.  

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