Technical Support Engineer

Job description

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way. The Role: The Tech Support Engineer role involves resolving technical support issues, primarily focusing on AV hardware and software, from business customers and handling escalations from Tier 1 team members. Your Contribution: - Troubleshooting video conference system issues via phone, email, and chat. - Resolving escalated support tickets from the Tier 1 support team. - Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation. - Providing ad-hoc feedback about trends, new issues, and the voice of the customer. - Assisting with related projects during periods of low technical support volume. - Suggesting process improvements when opportunities are identified. Your Qualifications and Skills: - Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience. - Fluent in English, with strong written and verbal communication skills. - Strong and verifiable knowledge of customer care processes and techniques. - Experience with Salesforce/Oracle/Zendesk support ticketing systems. - Experience with one or more VC software services: Zoom, Skype, Google Hangouts. - Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes. Compensation: This position offers an annual base salary typically between $70,000 and $ 85000. Logitech offers benefits such as Medical Coverage, Dental Coverage, Vision Coverage, Traditional and Roth 401(k) Plans, Flexible Spending Accounts, Employee Share Purchase Plan (ESPP), Basic and Additional Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement Plans, Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, and Paid Parental Leave. Logitech also offers Wellness Programs, Health Savings Account Plans, access to Expert Medical Opinions, Identity Theft Protection, Breast Milk Delivery to Nursing Mothers on Business Travel, access to a Group Legal Plan, Donations Matching Programs, Employee Product Discounts, and access to Auto, Home, and Pet Insurance. #LI-SN1 Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house. Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you! We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location. All qualified applicants will receive consideration for employment without regard to race, sex, age, 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, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.