Technical Support Representative, Enterprise & Video Collaboration

Description

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 skills.

Experience supporting enterprise (or business-to-business) customers and strong video conferencing software skills is a plus.

Location

We are seeking candidates based geographically in the Vancouver, BC, and outlying areas on mainland British Columbia.

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
• Demonstrated adaptability to new process and procedures while remaining up to date on existing standards
• Demonstrated ability to isolate software related issues from hardware
• Experience adapting to solve problems when normal solutions break down
• Previous Video Conference Room Administration / Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred
• Experience troubleshooting Kiosk deployments using the Android platform strongly preferred
• In-depth knowledge of Video Conferencing software within an enterprise environment 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

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
• Minimum 1 years of 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

Education

4-year degree or equivalent experience

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!

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.

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 spotto be in and we’re always striving to keep it that way.