Senior Technical Support Specialist

hace 3 semanas

Ciudad de México, Ciudad de México Logitech Inc. A tiempo completo

About the Role:

We are seeking a highly skilled Senior Technical Support Specialist to join our team at Logitech Inc. in Mexico City. As a key member of our support team, you will be responsible for providing expert-level technical support to our customers, troubleshooting and resolving complex technical issues, and collaborating with our engineering team to identify and resolve technical problems.

Key Responsibilities:

  • Provide technical support to customers via phone, email, or video calls, ensuring timely and efficient resolution of technical issues.
  • Collaborate with our engineering team to identify and resolve technical problems, and develop knowledge base documentation and training materials for internal and external customers.
  • Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that cannot be resolved with standard troubleshooting.
  • Provide ad-hoc feedback about trends and new issues, and contribute to the development of new technical solutions.
  • Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service level agreements are met.

Requirements:

  • Expert knowledge of video conferencing and AV products, including Logitech's Paid Services support for video conferencing solutions.
  • Expert/Advanced knowledge of Windows and Mac OS, as well as video conferencing applications such as Zoom, MS Teams, and Google Meet.
  • Advanced knowledge of computer networking and operating systems, and familiarity with Android-based devices and iOS devices.
  • Excellent communication skills, both verbal and written, and excellent customer service skills.
  • Demonstrated ability to quickly learn and troubleshoot new technologies, and handle extremely complex technical issues.
  • Good working knowledge and skills in MS Office 365, Exchange, Azure AD, and SSO, and professional-level English language skills.

Preferred Qualifications:

  • Minimum 3 years of experience in a technical support capacity, with at least 2 years of videoconferencing (VC) troubleshooting experience.
  • Minimum 2 years of providing remote technical support, and 1 year of providing high-touch support to enterprise accounts.
  • Technical certifications are beneficial but not required.

Education:

  • Bachelor's degree in Computer or Electronics and Communication Engineering or equivalent degree/experience preferred.

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