Technical Support Representative

El Camino Health; Chennai District; Hybrid; INR 420,000 - 640,000; Full time

Job summary

Logitech is seeking a Technical Support Representative to resolve AV hardware and software issues for business customers and handle escalations from Tier 1. You will troubleshoot video conference systems via phone, email, and chat, and guide Tier 1 to resolve tickets without escalation.

The role emphasizes collaboration, learning new technologies, and contributing to process improvements. Logitech offers a hybrid work model with flexible in-location options and a strong commitment to inclusion

Qualifications

• Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience.
• Fluent in English, with strong written and verbal communication skills.
• Experience with Salesforce/Oracle/Zendesk support ticketing systems.
• Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
• Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.

Responsibilities

• Troubleshooting video conference system issues via phone, email, and chat.
• Resolving escalated support tickets from the Tier 1 support team.
• Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation.
• Providing ad-hoc feedback about trends, new issues, and the voice of the customer.
• Assisting with related projects during periods of low technical support volume.
• Suggesting process improvements when opportunities are identified.

Skills

AV support

Video conf

English fluency

Customer care

Ticketing systems

Zoom

Skype

Google Hangouts

Learn quickly

Phone support

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.

The Role

The Technical Support Representative role involves resolving technical support issues, primarily focusing on AV hardware and software, from business customers and handling escalations from Tier 1 team members.

Your Contribution

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech.

In this role you will:

• Troubleshooting video conference system issues via phone, email, and chat.
• Resolving escalated support tickets from the Tier 1 support team.
• Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation.
• Providing ad-hoc feedback about trends, new issues, and the voice of the customer.
• Assisting with related projects during periods of low technical support volume.
• Suggesting process improvements when opportunities are identified.

Key Qualification

For consideration, you must bring the following minimum skills and experiences to our team:

• Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience.
• Fluent in English, with strong written and verbal communication skills.
• Strong and verifiable knowledge of customer care processes and techniques.
• Experience with Salesforce/Oracle/Zendesk support ticketing systems.
• Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
• Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.

#LI-MR2

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.

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.