About this role
Job title: Technical Support Representative - Enterprise & Desktop
About the Role The Tech Support Specialist is responsible for enthusiastically resolving technical issues from business customers using Logitech's enterprise desktop products (mice, keyboard, webcams and headsets) and software, and for handling escalations from the Tier 1 team. The role emphasizes strong technical knowledge and outstanding customer service to support enterprise customers.
What You'll Do
- 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
What We're Looking For
- 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
- 4-year degree or equivalent experience
- Experience with Salesforce/Oracle/Zendesk support ticketing systems; Confluence/Asana and other knowledge management systems
- Strong knowledge of USB, wireless and Bluetooth technologies
- Excellent communication skills; strong and verifiable knowledge of customer care processes and techniques
- Experience in QA and SQA testing
Compensation & Benefits We offer comprehensive and competitive benefits packages and a working environment designed to be flexible and supportive of wellbeing across physical, financial, emotional, intellectual and social aspects. Benefits vary by location and are tailored to local regulations and offerings.