Role Overview
Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having flexibility to work their own way.
The Senior Customer Support Engineer in the AMR region will troubleshoot and solve complex technical problems mainly related to Logitech's Paid Services for video conferencing solutions, with occasional support for other enterprise software such as Microsoft Teams, Zoom and Google Meet.
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.
Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can't be resolved with standard troubleshooting.
Provide adhoc feedback about trends and new issues.
Occasionally answer non-escalated phone calls and email support tickets to ensure department SLA requirements are met.
Provide ideas and assist with the creation of knowledge-base documentation and training materials for both internal and external customers.
Deliver consistent customer experience that meets or exceeds commitments.
Show compassion, respect and honesty in every interaction.
Key Qualifications
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, Microsoft 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, oral and interpersonal communication skills.
Excellent customer service skills.
Demonstrated ability to learn quickly and troubleshoot new technologies.
Demonstrated ability to handle extremely complex technical issues, including collaboration with engineers when necessary.
Good working knowledge and skills in Microsoft Office365, Exchange, AzureAD and SSO.
Professional level English; Spanish or Portuguese skills are a plus, both spoken and written.
Minimum 3years in a technical support capacity, with at least 2years of videoconference troubleshooting experience.
Minimum 2years of remote technical support; 1year of high-touch support to enterprise accounts.
Technical certifications beneficial, but not required.
Bachelor's degree in Computer, Electronic or Communication Engineering or an equivalent degree/experience.
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 disability.
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