Sr. Customer Support Engineer

Logitech; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

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.

Skills

Video conferencing

MS Teams

Zoom

Google Meet

Networking

Windows

MacOS

SIP/H.323

Azure AD

SSO

English (native)

Customer service

Remote support

Education

Bachelor’s degree in Computer or Electronic and Communication

Tools

MS Office 365

Exchange

Azure AD

Job description

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.

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. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

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.

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.