Senior Customer Support Specialist

hace 5 días


Ciudad de México, Ciudad de México Logitech A tiempo completo

About the Role:

We are seeking a highly skilled Senior Customer Support Specialist to join our team in Mexico City. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers, troubleshooting and resolving complex technical issues, and collaborating with our engineering team to identify and resolve root causes.

Key Responsibilities:

  • Provide timely and effective technical support to customers via phone, email, or video calls
  • Troubleshoot and resolve complex technical issues related to video conferencing solutions and other enterprise software
  • Collaborate with our engineering team to identify and resolve root causes of technical issues
  • Develop and maintain knowledge base documentation and training materials for internal and external customers
  • Provide feedback on trends and new issues to inform product development and improvement
  • Ensure consistent customer experience that meets or exceeds our commitments

Requirements:

  • Expert knowledge of video conferencing and AV products
  • Advanced knowledge of Windows and Mac OS
  • Excellent working knowledge of video conferencing applications such as Zoom, MS Teams, and Google Meet
  • Advanced knowledge of computer networking and operating systems
  • Familiarity with Android-based devices and iOS devices
  • Excellent communication and customer service skills
  • Demonstrated ability to quickly learn and troubleshoot new technologies
  • Demonstrated ability to handle extremely complex technical issues
  • Good working knowledge and skills in MS Office 365, Exchange, Azure AD, and SSO
  • Professional level English, Spanish/Portuguese skills are a plus, spoken and written

Preferred Qualifications:

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

Education:

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


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