Overview
Senior Customer Support Engineer (Italian) role at Logitech. Location: Cork, Ireland. Hybrid, 3 day/week in the office.
Important: Proficiency in both Italian and English (spoken and written) is mandatory for this role. Candidates who do not meet this requirement will not be considered.
Your Contribution
Be Yourself. Be Open. Stay Hungry and Humble, Collaborate and Challenge. Have a great attitude and enjoy helping customers in a timely, efficient and pleasant way. This role focuses on Logitech’s Paid Services support for video conferencing solutions and may occasionally involve other enterprise software issues. You will troubleshoot and resolve technical problems, communicate with customers via phone, email or video calls, and provide high-touch service across global organizations. You may be asked to set up and maintain a local Lab. There are opportunities to advance your career in a diverse environment.
Responsibilities
* 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.
* Collaborate with 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 answer non-escalated phone calls and email support tickets to meet department service levels.
* Assist with creation of knowledge base documentation and training materials for internal and external customers.
* Deliver a consistent customer experience that meets or exceeds commitments.
* Be compassionate, respectful and honest.
Key Qualifications
* Expert knowledge of video conferencing and AV products.
* Expert/Advanced knowledge of Windows and Mac OS.
* 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 verbal, written, and interpersonal communication skills.
* Strong customer service skills.
* Demonstrated ability to quickly learn and troubleshoot new technologies.
* Demonstrated ability to handle extremely complex technical issues, including collaborating with engineers when necessary.
* Good working knowledge of MS Office 365, Exchange, Azure AD and SSO.
* Professional level English and Italian skills, spoken and written. Second European language is desirable.
Preferable Skills
* Minimum 3 years of experience in a technical support role, with at least 2 years of videoconference troubleshooting experience.
* Minimum 2 years of providing remote technical support.
* 1 year providing high-touch support to Enterprise accounts.
* Technical certifications are beneficial, but not required.
* Bachelor’s degree in Computer or Electronic and Communication/Engineering or equivalent degree/experience preferred.
Logitech is committed to fostering collaboration and diversity. Our hybrid work model may involve remote or on-site work depending 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 disability. If you require an accommodation to complete any part of the application process, you may contact us for assistance.
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