Technical Support Representative - Enterprise & Desktop

El Camino Health; Cork; Hybrid; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Benefits package

Job summary

Logitech is seeking a Technical Support Representative for Enterprise & Desktop to resolve complex issues for business customers using our desktop hardware and software. You will handle escalations, provide guidance to Tier 1, and contribute to process improvements while communicating effectively in English and German.

The role requires a minimum of 3 years in technical support, strong knowledge of Windows and Mac OS, USB, wireless, and Bluetooth technologies, and a 4-year degree or equivalent

Qualifications

• Minimum 3 years of experience in a technical support role, including remote support via phone.
• Fluent in English and German (written and spoken).
• Experience supporting enterprise or business-to-business customers is a plus.

Responsibilities

• Troubleshoot software, connectivity, and hardware issues for customers via phone and email.
• Resolve escalated tickets from Tier 1 support.
• Guide Tier 1 to resolve tickets without escalation.
• Provide feedback on trends and customer voice.
• Offer light support for low-complexity Video Collaboration tickets.
• Assist with related projects during low support volume.

Skills

Windows & Mac

USB devices

Bluetooth/Wireless

Customer service

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Oracle

Zendesk

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.

Technical Support Representative - Enterprise & Desktop Job Summary

The Tech Support Specialist is responsible for enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice, keyboard, webcams and headsets) and software, with occasional, on-demand support for basic Video Collaboration (VC) products, as well as escalations from our Tier 1 team. Successful candidates will have a minimum of 3 years providing technical support, with an advanced knowledge of Windows and Mac OS, USB devices, wireless and bluetooth technology, and a strong customer service ethic. Experience supporting enterprise (or business-to-business) customers is a plus. This job requires fluent German & English.

Primary Job Responsibilities

• Troubleshoot software, connectivity, and hardware issues for customers via phone and email.
• Resolve escalated support tickets from our Tier 1 support team.
• Assist Tier 1 support team by providing guidance to resolve tickets without escalation.
• Provide ad-hoc feedback about trends, new issues, and the voice of the customer.
• Provide light, ad-hoc support for low-complexity Video Collaboration tickets.
• In periods of low technical support volume, assist with related projects.

Minimum Qualifications

• Minimum 3 years of experience in a technical support role, with at least 1 year providing remote support via phone.
• Minimum 3 years providing support for Windows, Mac, Bluetooth, wireless, and USB products.
• Minimum 2 years providing support for software used with hardware.
• Experience providing support for IT and office users.
• Fluent (written and spoken) in English and German.

Helpful Knowledge and Skills

• Experience quickly learning how to troubleshoot new technologies and communicate them to others.
• Strong knowledge of USB, wireless, and Bluetooth technologies.
• Experience with Salesforce, Oracle, or Zendesk support ticketing systems.
• Knowledge of common IT office equipment, technology, standards, and ecosystems.
• Excellent communication skills.
• Strong and verifiable knowledge of customer care processes and techniques.
• Experience in QA and SQA testing.
• Experience in Confluence, Asana, and other knowledge management systems.

Education

4-year degree or equivalent experience.

Company Culture and Benefits

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.

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.

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 want to meet you!

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's 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.