Technical Support Engineer

Logitech; Torreón; Híbrido; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Logitech is seeking a Tech Support Specialist to enthusiastically resolve technical issues for business customers using enterprise desktops, mice, keyboards, webcams and headsets, plus related software.

Candidates should have 3+ years in tech support, with strong Windows/Mac OS, USB, wireless and Bluetooth expertise; experience with enterprise customers is a plus. Hybrid work options available.

Formación

• Minimum 3 years in a technical support role, with at least 1 year remote support via phone.
• Strong knowledge of Windows and Mac OS, USB, wireless and Bluetooth tech.
• Experience supporting enterprise/business customers is a plus.
• 4-year degree or equivalent experience required.

Responsabilidades

• Troubleshoot software, connectivity and hardware problems for customers via phone and email.
• Resolve escalated tickets from Tier 1 support.
• Assist Tier 1 by guiding issue resolution without escalation.
• Provide feedback on trends and customer voices.
• In low-volume periods, assist with related projects.

Conocimientos

Bilingual EN/ES

Windows/macOS

USB devices

Wireless & Bluetooth

Customer service

Educación

4-year degree or equivalent

Herramientas

Salesforce

Oracle

Zendesk

Confluence/Asana

Descripción del empleo

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

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.