About this role
Job title: Technical Support Engineer
About the Role The Tech Support Engineer role involves resolving technical support issues, primarily focusing on AV hardware and software, for business customers, and handling escalations from Tier 1 team members. The position contributes to the support team by troubleshooting, guiding Tier 1 colleagues, and participating in related projects during periods of low volume. It also supports process improvements based on patterns and customer feedback.
What You'll Do
- Troubleshooting video conference system issues via phone, email, and chat.
- Resolving escalated support tickets from the Tier 1 support team.
- Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation.
- Providing ad-hoc feedback about trends, new issues, and the voice of the customer.
- Assisting with related projects during periods of low technical support volume.
- Suggesting process improvements when opportunities are identified.
What We're Looking For
- Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience.
- Fluent in English, with strong written and verbal communication skills.
- Strong and verifiable knowledge of customer care processes and techniques.
- Experience with Salesforce/Oracle/Zendesk support ticketing systems.
- Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
- Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.
Compensation & Benefits
- Salary: annual base salary typically between $70,000 and $85,000.
- Benefits include 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.