Sr. Technical Support Representative, Enterprise & Video Collaboration
The Sr. Tech Support Representative is responsible for assisting their regional team with technical feedback, escalation avoidance, ad-hoc projects, and other team needs by the direction of the Technical Support Supervisors.
Primary Job Responsibilities
Assist Tier 2 support team with guidance toward resolving tickets without escalation ensuring positive and clear communication.
Maintain and advance existing technical knowledge and skills related to supporting Logitech VC hardware and software.
Assist Tier 1 support team as needed. Guiding to resolve tickets and avoid potential escalation/s and /or resolve escalated support tickets.
Remain current on new and existing T2 processes, procedures, and trending issues
Provide Ad Hoc technical advice to existing T2 team members and highlight knowledge gaps
Assist in enforcing the appropriate use of all escalation paths, such as Sup and T3 Review/Escalation.
Encourage T2 agents to liaise with Supervisors for non-technical advice beyond the Senior Agent's scope of responsibility.
Work as a liaison in reporting team trends, issues, and the voice of the customer to the Supervisor. The candidate is expected to be actively involved by formulating solutions, assisting execution and embracing adherence to the agreed solutions.
Meet consistently the general internal productivity and quality standards.
Work as a liaison between the T2 and T3 teams, enhancing relationships, trust and knowledge sharing.
Raise recommendations for process and procedural improvements to the Team Supervisor.
Provide technical solutions and ideas via the Knowledge Base/Capture App
Assist with special projects and initiatives as directed by the team Supervisor.
Raise all non-technical escalations directly to the team Supervisor for follow-up
Lead in providing technical feedback through team communication channels (e.g. Google Chat rooms)
Assist with the prioritization of tickets, rerouting and regional queue management, including providing guidance and assignment of tickets
Act as a positive role model for the team, embracing changes and encouraging the team to adopt new procedures and promoting a positive work environment
Assist Supervisors in Sales Escalations ticket handling
Vet, submit, monitor, and update agents on Sync requests
Keep Troubleshoot video conference (VC) system issues for customers via phone, and email.
Knowledge and Skills
Display advanced knowledge of existing Video Collaboration products
Continue to develop and express strong written and verbal communication skills
Demonstrates advanced ticket handling and management skills (attention to detail, decision-making, delivery and de-escalation)
Open and positive can-do attitude
Strong team player
Open to changes and dialogue
Display strong active listening and comprehension skills
Advanced knowledge of computer networking and USB devices
Knowledge of macOS, Windows OS, and non-AV systems
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 + 1-510-713-4866 for assistance.
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Join Logitech as a Sr. Technical Support Representative, Enterprise & Video Collaboration, and be part of a dynamic team where your expertise will shine! In this role, you’ll assist our Tier 2 support team, guiding them to effectively resolve tickets without escalation. Your proactive approach to technical challenges will be instrumental in maintaining smooth operations and ensuring customer satisfaction. You’ll foster clear communication as you provide valuable assistance, sharing your advanced knowledge of Logitech's Video Collaboration products and expanding your own skills along the way. As you collaborate with the Tier 1 support team, you’ll help to tackle urgent issues while empowering other agents to seek out Supervisors for guidance. Your input will shape our team's success as you report trends and issues back to management, ensuring that customer feedback is not only heard but acted upon. You'll also lead efforts in improving processes by making recommendations that enhance efficiency. Moreover, your ability to manage tickets effectively and positively influence team dynamics will make you a cornerstone of this tight-knit group. So, if you thrive in an environment that values initiative and teamwork, and you're eager to contribute to a global impact while pursuing your career, then this is the opportunity for you! Logitech's spirit embraces innovation and fun, so join us and see how far you can go!
By
Logitech
Help ALL people pursue their passions by designing experiences so everyone can create, achieve, and enjoy more.
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