Technical Support Engineer

Logitech; México; A distancia; MXN 350.000 - 500.000; Jornada completa

Descripción de la vacante

Logitech is seeking a Tech Support Specialist to resolve technical issues for business customers using our enterprise desktop products and software. This remote, offsite-Mexico role requires a minimum of 3 years in technical support, strong Windows and Mac OS knowledge, and fluent English and Spanish.

You will troubleshoot software, connectivity and hardware issues via phone and email, escalate where needed, and provide guidance to Tier 1 agents.

Formación

• Minimum 3 years in a technical support role, with remote support via phone
• Fluent English and Spanish
• Advanced knowledge of Windows and Mac OS, USB, wireless and Bluetooth technologies
• Experience supporting enterprise/business customers is a plus

Responsabilidades

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

Conocimientos

Bilingual English/Spanish

Windows & Mac OS expertise

Customer service oriented

Remote support experience

Educación

4-year degree or equivalent experience

Herramientas

Salesforce

Zendesk

Oracle

Descripción del empleo

Remote

Offsite - Mexico

Full time

148578

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.

Job Summary

Bilingual (English/spanish) - Required

A 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, 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.

Primary Job Responsibilities

• Troubleshoot software, connectivity and hardware issues for customers via phone, 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

• 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 an IT/office users

• Fluent English and Spanish

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/Zendesk support ticketing systems

• Knowledge of common IT office equipment, technology, standards and technology

• 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

LI-AL1

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.

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.

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.

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 .