Technical Support Representative, Enterprise

hace 2 semanas

Santa Fe Cuajimalpa, México Logitech A tiempo completo

**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.****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 ad-hoc 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**- ** Experience adapting to solve problems when normal solutions break down**- ** Knowledge of PC and/or other non-AV system troubleshooting a plus**- ** Knowledge of computer networking and USB devices a plus**- ** Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms, or Google Meet software strongly preferred**- ** Ability to adapt within both work from home and in-office environments****Qualifications**- ** Minimum 3 years of experience in (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience**- ** Minimum 1 years of providing technical support via phone**- ** Fluent (written and spoken) in English and Spanish**- ** Strong and verifiable knowledge of customer care processes and techniques**- ** Demonstrated experience handling moderate-to-high 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**- ** 4-year degree or equivalent experience**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, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”_LI-AL1LI-Remote

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