Technical Support Engineer

The Role

The Tech Support Engineer role involves resolving technical support issues, primarily focusing on AV hardware and software, from business customers and handling escalations from Tier 1 team members. Your Contribution:

• Troubleshooting video conference system issues via phone, email, and chat.
• Resolving escalated support tickets from the Tier 1 support team.
• Aiding the Tier 1 support team by providing guidance to resolve tickets without escalation.
• Providing ad-hoc feedback about trends, new issues, and the voice of the customer.
• Aiding with related projects during periods of low technical support volume.
• Suggesting process improvements when opportunities are identified.

Your Qualifications and Skills

• Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience.
• Fluent in English, with strong written and verbal communication skills.
• Strong and verifiable knowledge of customer care processes and techniques.
• Experience with Salesforce/Oracle/Zendesk support ticketing systems.
• Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
• Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.

Pay

This position offers an annual base salary typically between $70,000 and $85,000. 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.