Sr. Technical Support Representative, Enterprise & Video Collaboration

Description

The Sr. Tech Support Representative is responsible for assisting their regional team with technical feedback, escalation avoidance, ad-hoc projects, and other team needs by the direction of the Technical Support Supervisors.

Primary Job Responsibilities

• Assist Tier 2 support team with guidance toward resolving tickets without escalation ensuring positive and clear communication.

• Maintain and advance existing technical knowledge and skills related to supporting Logitech VC hardware and software. 

• Assist Tier 1 support team as needed. Guiding to resolve tickets and avoid potential escalation/s and /or resolve escalated support tickets.

• Remain current on new and existing T2 processes, procedures, and trending issues

• Provide Ad Hoc technical advice to existing T2 team members and highlight knowledge gaps

• Assist in enforcing the appropriate use of all escalation paths, such as Sup and T3 Review/Escalation.

• Encourage T2 agents to liaise with Supervisors for non-technical advice beyond the Senior Agent's scope of responsibility. 

• Work as a liaison in reporting team trends, issues, and the voice of the customer to the Supervisor. The candidate is expected to be actively involved by formulating solutions, assisting execution and embracing adherence to the agreed solutions.

• Meet consistently the general internal productivity and quality standards.

• Work as a liaison between the T2 and T3 teams, enhancing relationships, trust and knowledge sharing.

• Raise recommendations for process and procedural improvements to the Team Supervisor.

• Provide technical solutions and ideas via the Knowledge Base/Capture App

• Assist with special projects and initiatives as directed by the team Supervisor.

• Raise all non-technical escalations directly to the team Supervisor for follow-up

• Lead in providing technical feedback through team communication channels (e.g. Google Chat rooms)

• Assist with the prioritization of tickets, rerouting and regional queue management, including providing guidance and assignment of tickets

• Act as a positive role model for the team, embracing changes and encouraging the team to adopt new procedures and promoting a positive work environment

• Assist Supervisors in Sales Escalations ticket handling

• Vet, submit, monitor, and update agents on Sync requests

• Keep Troubleshoot video conference (VC) system issues for customers via phone, and email.

Knowledge and Skills

• Display advanced knowledge of existing Video Collaboration products 

• Continue to develop and express strong written and verbal communication skills

• Demonstrates advanced ticket handling and management skills (attention to detail, decision-making, delivery and de-escalation)

• Open and positive can-do attitude

• Strong team player

• Open to changes and dialogue 

• Display strong active listening and comprehension skills

• Advanced knowledge of computer networking and USB devices 

• Knowledge of macOS, Windows OS, and non-AV systems

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

“All qualified applicants will receive consideration for employment without regard to race, sex, 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, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at + 1-510-713-4866 for assistance.

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