Senior Video Conferencing Support Engineer - Remote/Enterprise

El Camino Health; Sydney; Hybride; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Benefits packages

Global company culture

Résumé du poste

Logitech is seeking a Senior Customer Support Engineer in Australia to resolve high-complexity enterprise support issues and escalations, focusing on paid services for video conferencing solutions. You will engage customers via phone and email, delivering high-touch service and timely resolution.

You will work with engineers and product teams to triage bugs, provide knowledge-base content, and maintain exceptional customer experience while upholding Logitech values and a hybrid work model.

Qualifications

• Expert knowledge of video conferencing and AV products.
• Expert knowledge of Teams, Zoom, Google Meet deployment.
• Advanced knowledge of Windows and Mac OS.
• Minimum 5 years in technical support, 3 years VC troubleshooting.

Responsabilités

• Resolve technically complex support issues for customers.
• Maintain clear and positive communication in cases with customers and engineers.
• Work with leadership to address bugs, compatibility and issues beyond standard troubleshooting.
• Provide feedback on trends and new issues.
• Answer non-escalated calls and emails to meet SLAs.
• Create knowledge base content and training materials.
• Deliver a consistent customer experience that meets commitments.
• Be compassionate, respectful and honest.

Connaissances

Video conferencing

Microsoft Teams

Zoom

Google Meet

Networking

Windows

Mac OS

SIP/H.323

MS Office 365

Exchange

Azure AD

SSO

Customer service

Communication skills

Android devices

Firewall

Formation

Bachelor's degree in Computer or Electronic and Communication Engineering

Outils

Video conferencing platforms

Networking diagnostics tools

SIP/H.323 tools

Description du poste

Logitech is seeking a Senior Customer Support Engineer in Australia to resolve high-complexity enterprise support issues and escalations, focusing on paid services for video conferencing solutions. You will engage customers via phone and email, delivering high-touch service and timely resolution.

You will work with engineers and product teams to triage bugs, provide knowledge-base content, and maintain exceptional customer experience while upholding Logitech values and a hybrid work model.