Senior Enterprise VC Support Engineer (Remote)

Logitech

Sydney

Hybrid

AUD 90,000 - 130,000

Full time

9 days ago

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Benefits offered by this job

Hybrid work model

Comprehensive benefits

Job summary

Logitech in Australia is seeking a Senior Customer Support Engineer to resolve high-complexity enterprise issues and escalations. You’ll focus on Logitech’s Paid Services for video conferencing, with occasional work on other enterprise software.

Communicate via phone and email, delivering high-touch service and timely, effective solutions. You’ll collaborate with engineers and stakeholders, develop KBs and training materials, and uphold a superior customer experience while staying compassionate

Qualifications

Expert knowledge of video conferencing and AV products and solution.
Expert knowledge of Microsoft Teams, Zoom, Google Meet deployment and use.
Expert knowledge of video conferencing applications such as Zoom, MS Teams and Google Meets.
Advanced knowledge of Windows and Mac OS.
Familiarity with Android-based devices.

Responsibilities

Resolve technically complex support issues reported by customers and/or other team members.
Maintain clear, concise and positive communication for all cases in a timely and efficient manner.
Work with leadership and stakeholders to address bugs and issues that can’t be resolved with standard troubleshooting.
Provide ad hoc feedback about trends and new issues.
Answer non-escalated calls and emails to meet service levels.
Create and update knowledge base documentation and training materials.
Deliver a consistent customer experience that meets commitments.
Be compassionate, respectful and honest.