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Technical Support Representative - Enterprise & Desktop

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, with occasional, on-demand support for basic Video Collaboration (VC) products, 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.

This job requires fluent German & English.

Primary Job Responsibilities

• Troubleshoot software, connectivity, and hardware issues for customers via phone and 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.
• Provide light, ad-hoc support for low-complexity Video Collaboration tickets. 
• 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 and office users.
• Fluent (written and spoken) in English and German.

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, or Zendesk support ticketing systems.
• Knowledge of common IT office equipment, technology, standards, and ecosystems.
• 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 +1-510-713-4866 for assistance and we will get back to you as soon as possible.