Senior Customer Support Engineer

Logitech; Cork; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive benefits

Job summary

Logitech in Cork is hiring a Senior Customer Support Engineer to troubleshoot and resolve complex issues in paid services for video conferencing. You will support customers via phone, email, or video calls, coordinating with ITDMs to maintain conference rooms and deployments across global organizations.

You will work in a hybrid model (3 days in the office) and have opportunities to advance your career in a diverse environment.

Qualifications

• Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.
• Minimum 3 years of experience in technical support with at least 2 years VC troubleshooting.
• Minimum 2 years providing remote technical support.
• 1 year providing high-touch support to Enterprise accounts.
• Technical certifications beneficial, but not required.

Responsibilities

• Resolve technically complex support issues reported by customers and/or other team members.
• Maintain clear, concise and positive communication for all cases with proactive follow-up.
• Own the technical relationship with customers and manage expectations.
• Collaborate with leaders and product engineers to address bugs and compatibility issues.
• Provide ad hoc feedback about trends and new issues.
• Assist with creation of knowledge base documentation and training materials.
• Deliver a consistent customer experience meeting commitments.
• Be compassionate, respectful and honest.

Skills

Video conferencing expertise

Windows & Mac OS

VC apps knowledge

Networking & OS

Android devices

iOS devices

Communication skills

Customer service

Troubleshooting

Engineering collaboration

Education

Bachelor’s degree in Computer/EC Engineering or equivalent

Tools

MS Office 365

Exchange

Azure AD

SSO

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.

Location: Cork

Working model: 3 days / week in the office

The role

Are you a skilled technical professional interested in joining a paid-for Services program with high opportunities? We are searching for a Senior Customer Support Engineer in Cork who will be responsible for troubleshooting and 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, email or video calls, and provide high touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. At Logitech, you will assist customers with issues that ensure that the Enterprise customer’s meeting rooms stay running and quickly help to find a root cause for an issue within the ecosystem. You will also enjoy opportunities to advance your Career in a diverse environment. 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.

Responsibilities

• 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.
• Own the technical relationship with customers and manage their expectations.
• 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
• Expert/Advance knowledge of windows and Mac OS
• Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
• Advanced knowledge of computer networking and operating systems
• Familiarity with Android-based device (beyond cellular phones) desirable
• Familiarity with IOS devices desirable
• 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.
• Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO.
• Professional level English, spoken and written.

Preferred Qualifications

• Minimum 3 years of experience in a technical support capacity, with at least 2 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.

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.

Our Culture

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. 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. 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. Learn more about our benefits. 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. Check out our general approach.

Diversity & Inclusion

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.

Accommodation

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.