Sr. Customer Support Engineer

El Camino Health; Sydney; Sur place; 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 the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way. The Role: Looking for a Senior Customer Support Engineer in Australia who will be responsible for resolving high-complexity enterprise support issues and escalations-finding solutions to difficult technical problems.

The role will focus mainly on Logitech’s Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise Software (MS, Zoom, Google). Expect to communicate with customers via Phone and email tickets, and provide high touch service for each one. At Logitech, you will assist customers with issues that help the way they communicate with people.

Your Contribution: Be Yourself. Be Open. Stay Hungry and Humble, Collaborate and Challenge. Have a great attitude and enjoy helping customers in a timely, efficient and pleasant way. These are the behaviors you'll need for success at Logitech. In this role you will:

• Resolve technically complex support issues reported by the customers, and or other team members.
• Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
• Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting.
• Provide ad hoc feedback about trends and new issues.
• Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
• Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
• Deliver consistent customer experience that meets or exceeds our commitments.
• Be compassionate, respectful and honest.

Key Qualifications: For consideration, you must bring the following minimum skills and behaviors to our team:

• 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
• Expert/Advanced knowledge of computer networking and operating systems
• Advanced knowledge of windows and Mac OS
• Advanced knowledge of PC and/or other non-AV system troubleshooting
• Familiarity with Android-based device (beyond cellular phones)
• Excellent communications both verbal, oral and interpersonal skills.
• Excellent customer service skills.
• Demonstrated ability to quickly learn and troubleshoot new technologies
• Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.
• Knowledge in firewall and networking
• Experience with room-based video conferencing, VoIP and SIP/H323 protocols
• Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO.
• Native level English skills, spoken and written.
• Professional level of other languages is a positive plus.

In addition, preferable skills and behaviors include: Minimum 5 years of experience in a technical support capacity, with at least 3 years videoconference (VC) troubleshooting experience Minimum 2 years of providing remote technical support 1yr providing high-touch support to Enterprise accounts Technical certifications beneficial, but not required Education: Bachelor's degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.

#LI-KS1

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at [phone] for assistance and we will get back to you as soon as possible.

As a company, we're just the right size for every person to take initiative and make things happen. We're big enough in our portfolio for those actions to have a global impact. That is a pretty sweet spot to be in and we strive to keep it that way.

At Logitech, our values are not words posted on a wall. They are a core part of who we are. They are lived and recognized in our actions every day. Learn about our values.

We design award-winning products that drive superior performance when gaming and superior productivity when working. We enable creativity when pursuing passions, and enhance connectivity so everyone is seen, heard and can contribute in their own unique way. Learn more about our brands and products.

We extend human potential in work and play, in a way that is good for people and the planet. Take a look at where we play. We have offices in over 30+ countries and our products are sold in over 100 countries worldwide. We're truly global and want you to be too.

At Logitech, we live our values and expect you to show the same to become one of us. Be who you are, come prepared, and we'll try to make it enjoyable in the process. Generally, the process is simple, and as quick as possible.

Benefits:

• We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future.
• We believe that good health means more than getting medical care when you need it.
• Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families.
• We can't wait to tell you more about them being that there are too many to list here and they vary based on location.