B2b Technical Solutions Lead, for Business - Vancouver, Canada - Logitech

Logitech

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Role:

The B2B Technical Solutions Lead is responsible for resolving high-complexity enterprise support issues and escalations-finding solutions and workarounds to challenging technical problems, assisting the CX team with testing, reporting, and tracking technical issues.

The role will focus mainly on Logitech's enterprise video conferencing and AV solutions but may occasionally be asked to resolve other enterprise hardware issues.

The Technical Solutions Lead will also be responsible for working with the product and engineering teams to develop a deep technical understanding of new products, assisting with training and preparation for launch.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you'll need for success at Logitech.

In this role you will:

Maintain an expert level of understanding of the technical details of all Logitech's enterprise video solutions
Maintain an expert level of knowledge of platforms commonly used with Logitech
Work with Tier 3 support agents and engineering to identify, reproduce and resolve technical issues in a timely manner
As needed, assist customers directly in resolving escalated VIP issues, both highcomplexity problems and "whiteglove" remote assistance with product setup and use
Provide regular input to help create internal and external technical support content
Assist other department engineers in creating practical demonstrations of proposed solutions and demonstrating them to other members of the team
Work with the engineering and product groups to evaluate products prelaunch, and work with the Technical Support Manager and training team to develop training for the technical support team
Assist in evaluating the scope and feasibility of customized deployments, and help design technical support documentation for approved setups

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

Advanced knowledge of video conferencing and AV products
Expert knowledge of Microsoft Teams deployment and use
Advanced knowledge of PC and/or other nonAV system troubleshooting
Advanced knowledge of Windows and Mac operating systems
Advanced knowledge of computer networking and operating systems
Experience with software engineering, customer experience, and design architecture
Fluent with Jira Ticketing System
Experience working directly with engineers
Polished written and verbal communication skills
Experience working with multiple stakeholders to facilitate the orderly execution of testing and issue reporting
Minimum 8 years of experience in a technical support capacity, with at least 5 years videoconference (VC) troubleshooting experience.
Minimum 5 years of providing remote technical support
Minimum 2 years providing hightouch support to VIP accounts

In addition, preferable skills and behaviors include:

Technical certifications beneficial but not required

Education:

4year degree or equivalent experience

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.

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.

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