Sr. Customer Support Engineer

Senior Customer Support Engineer

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.

The team and role:

Are you a skilled technical professional interested in joining a Paid Services program and be part of a collaborative team environment? We are searching for a Senior Customer Support Engineer in the AMR region who will be responsible for troubleshooting and finding solutions to difficult technical problems. The role will focus mainly on Logitech's Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise software (MS, Zoom, Google). Expect to communicate with customers via phone, email or video calls, and provide high touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. At Logitech, you will assist customers with issues that ensure that the enterprise customer's meeting rooms stay running and quickly help to find a root cause for an issue within the ecosystem. You will also enjoy opportunities to advance your career in a diverse environment.

Your contribution:

Be yourself. Be open. Stay hungry and humble, collaborate and challenge. Share in our passion for equality and environment. Plus, have a great attitude and enjoy helping customers in a timely, efficient and pleasant way. These are the behaviors you'll need for success at Logitech. In this role you will:

• Resolve technically complex support issues reported by the customers and/or other team members.
• Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
• Own the technical relationship with customers and manage their expectations.
• Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can't be resolved with standard troubleshooting
• Provide ad hoc feedback about trends and new issues
• Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
• Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
• Deliver consistent customer experience that meets or exceeds our commitments.
• Be compassionate, respectful and honest

Key qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

• Strong knowledge of video conferencing and AV products
• Strong knowledge of Windows and Mac OS
• Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
• Proven knowledge of computer networking and operating systems
• Familiarity with Android-based device (beyond cellular phones) desirable
• Familiarity with IOS devices desirable
• Excellent communications both verbal, oral and interpersonal skills.
• Exceptional customer service skills.
• Demonstrated ability to quickly learn and troubleshoot new technologies
• Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.
• Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO.
• Professional level English, Spanish / French skills are a plus, spoken and written.

In addition, preferable skills and behaviors include:

• Proven experience in a technical support capacity, with very strong video conference (VC) troubleshooting experience
• Proven experience providing remote technical support
• Proven experience providing high-touch support to Enterprise accounts
• Technical certifications beneficial, but not required

Location:

Logitech is proud to support a hybrid work culture. This full-time role is focused on identifying hybrid candidates based near Dallas, TX.

This position offers an annual base salary typically between $78K and $112K depending on location and experience. In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.

Logitech offers benefits such as medical coverage, dental coverage, vision coverage, traditional and Roth 401(k) plans, flexible spending accounts, employee share purchase plan (ESPP), basic and additional life insurance, disability coverage, adoption and surrogacy assistance, tuition reimbursement plans, commuter benefits, paid time off, paid holidays, bereavement leave, and paid parental leave.

Logitech also offers wellness programs, health savings account plans, access to expert medical opinions, identity theft protection, breast milk delivery to nursing mothers on business travel, access to a group legal plan, donations matching programs, employee product discounts, and access to auto, home, and pet insurance.

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.