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
We are searching for a native Italian speaker Senior Customer Support Engineer located in Cork, Ireland who will be responsible for troubleshooting and finding solutions to difficult technical problems. The role will focus mainly on Logitech’s Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise software (MS, Zoom, Google). Expect to communicate with customers via phone, email or video calls, and provide high‑touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. At Logitech you will assist customers with issues that ensure the Enterprise customer’s meeting rooms stay running and quickly find a root cause for an issue within the ecosystem. You may also be called on to set up and maintain a local lab. Opportunities to advance your career in a diverse environment are also available.
Your Contribution
Be yourself, be open, stay hungry and humble, collaborate and challenge, and enjoy helping customers in a timely, efficient and pleasant way. These are the behaviors you’ll need for success at Logitech. In this role you will:
Resolve technically complex support issues reported by customers and/or other team members.
Maintain clear, concise and positive communication for all cases in a timely and efficient manner, including proactive follow‑up with customers, team members and product engineers.
Own the technical relationship with customers and manage their expectations.
Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other problems that can’t be resolved with standard troubleshooting.
Provide ad hoc feedback about trends and new issues.
Occasionally, as necessary, answer non‑escalated phone calls and email support tickets to ensure department service‑level agreements are met.
Provide ideas and assist with the creation of knowledge‑base documentation and training materials for both internal and external customers.
Deliver a consistent customer experience that meets or exceeds our commitments.
Be compassionate, respectful and honest.
Key Qualifications
For consideration, you must bring the following minimum skills and behaviors to our team:
Expert knowledge of video‑conferencing and AV products.
Expert/advanced knowledge of Windows and macOS.
Excellent working knowledge of video‑conferencing applications such as Zoom, MS Teams and Google Meet.
Advanced knowledge of computer networking and operating systems.
Familiarity with Android‑based devices (beyond cellular phones) desirable.
Familiarity with iOS devices desirable.
Excellent communication skills, both verbal and interpersonal.
Excellent customer‑service skills.
Demonstrated ability to quickly learn and troubleshoot new technologies.
Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.
Good working knowledge and skills in MS Office 365, Exchange, Azure AD and SSO.
Professional level English and Italian skills, spoken and written. A second European language is desirable.
Preferred
Minimum three years of experience in a technical‑support capacity, with at least two years of videoconference troubleshooting experience.
Minimum two years of providing remote technical support.
One year providing high‑touch support to enterprise accounts.
Technical certifications beneficial, but not required.
Education
Bachelor’s degree in Computer or Electronic and Communication. Engineering or equivalent degree/experience preferred.
EEO Statement
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.
Accommodation Statement
If you require an accommodation to complete any part of the application process, or are limited in ability, or 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.
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