Technical Support Representative, Enterprise - Vancouver, Canada - Logitech

Logitech

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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.

Location

Primary Job Responsibilities

Resolve escalated support tickets from our Tier 1 support team
Assist Tier 1 support team by providing guidance to resolve tickets without escalation
Provide adhoc 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
Indepth 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 nonAV system troubleshooting strongly preferred

Qualifications

Minimum 3 years of experience in (AV) technical support capacity, with at least 1 years videoconference (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 moderatetohigh 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

4year 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 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 spot
to be in and we're always striving to keep it that way.

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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