Remote Tech Support Specialist - Windows, Mac & Hardware

Logitech; Torreón; Híbrido; MXN 301.320 - 468.720; Jornada completa

Descripción de la vacante

Logitech is seeking a Tech Support Specialist to enthusiastically resolve technical issues for business customers using our enterprise desktop products and software, and to handle escalations from Tier 1.

You will troubleshoot software, connectivity and hardware problems via phone and email, resolve escalated tickets, and assist the Tier 1 team with guidance to resolve issues without escalation. Remote work options are available where allowed.

Formación

• Minimum 3 years in a technical support role, with at least 1 year remote support
• Minimum 3 years providing Windows, Mac, Bluetooth, wireless and USB product support
• Minimum 2 years supporting software used with hardware
• Experience supporting IT/office users
• Fluent English and Spanish

Responsabilidades

• Troubleshoot software, connectivity and hardware issues for customers via phone, email
• Resolve escalated tickets from Tier 1 support
• Guide Tier 1 to resolve tickets without escalation
• Provide feedback about trends and voice of the customer
• Assist with related projects during low volume periods

Conocimientos

English

Spanish

Troubleshooting

Remote support

Customer care

Educación

4-year degree or equivalent

Herramientas

Salesforce

Oracle

Zendesk

Confluence

Asana

Descripción del empleo

Logitech is seeking a Tech Support Specialist to enthusiastically resolve technical issues for business customers using our enterprise desktop products and software, and to handle escalations from Tier 1.

You will troubleshoot software, connectivity and hardware problems via phone and email, resolve escalated tickets, and assist the Tier 1 team with guidance to resolve issues without escalation. Remote work options are available where allowed.