Sr. Customer Support Engineer

El Camino Health; Cork; Hybrid; EUR 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Zusammenfassung

Logitech is seeking a Senior Customer Support Engineer in Cork to troubleshoot and resolve advanced VC/AV issues within a paid services program. You’ll support Zoom, MS Teams and Google Meet, interacting with ITDMs to maintain conference room spaces and deployments worldwide.

You’ll manage customer relationships, work with engineers on complex problems, and contribute to knowledge base and training materials. A customer-focused, proactive communicator is essential.

Qualifikationen

• 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 devices desirable.
• Familiarity with IOS devices desirable.
• Excellent communications, 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.

Aufgaben

• 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 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.

Kenntnisse

Video conferencing

AV products

Windows

Mac OS

Networking

Android devices

iOS devices

MS Office 365

Exchange

Azure AD

SSO

English (proficient)

Customer service

Troubleshooting

Ausbildung

Bachelor’s degree in Computer or Electronic and Communication Engineering

Tools

MS Office 365

Exchange

Azure AD

SSO

Jobbeschreibung

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.

Role

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

• 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 Skills and Behaviors

• 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.

Company Culture & Benefits

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

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

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.

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, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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. 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.

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.

Learn more about our benefits.