Technical Support Representative - Enterprise & Desktop

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 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

The 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.

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 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

Work Environment

Most positions 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.

Benefits

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. Benefits may vary by location.

EEO Statement

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.

Accommodation Statement

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.