Technical Support Representative

Logitech; Chennai District; Hybrid; INR 500,000 - 900,000; Full time

Job summary

Logitech is seeking aTechnical Support Representative to resolve AV hardware and software issues for business customers while handling escalations from Tier 1. You will troubleshoot video conferencing systems by phone, email, and chat, and assist the Tier 1 team with guidance to resolve tickets efficiently.

Ideal candidates will have 3+ years in AV technical support with VC troubleshooting, fluent English, and strong customer care process knowledge.

Qualifications

• Minimum 3 years of experience in AV technical support with at least 1 year of video-conference troubleshooting.
• Fluent in English with strong written and verbal communication skills.
• Strong knowledge of customer care processes and techniques.

Responsibilities

• Troubleshoot video conference system issues via phone, email, and chat.
• Resolve escalated tickets from the Tier 1 support team.
• Assist Tier 1 with guidance to resolve tickets without escalation.

Skills

AV technical support

Video conferencing

Fluent English

Customer care processes

Ticketing systems

VC software knowledge

Learning agility

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. 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.