Technical Support Representative, Enterprise & Video Collaboration

2 Months ago โ€ข 3-5 Years โ€ข Administrative โ€ข Undisclosed

About the job

Job Description

The Technical Support Representative is responsible for resolving technical support issues, primarily related to AV hardware and software, but also encompassing other products, for business customers. They handle technical support escalations from Tier 1 team members. This role requires a minimum of 3 years of remote AV technical support experience, combining industry knowledge, strong customer service skills, and advanced technical abilities. Experience supporting enterprise customers and proficiency in video conferencing software are highly valued. Key responsibilities include troubleshooting video conference system issues, resolving escalated support tickets, providing guidance to Tier 1 support, and offering feedback on trends and customer issues. Candidates should possess strong communication skills, adaptability to new processes, and a proven ability to isolate software issues from hardware.
Must have:
  • 3+ years of remote AV technical support experience
  • Strong customer service ethic
  • Advanced technical skills
  • Experience supporting enterprise customers
  • Video conferencing software experience
  • Strong communication skills
  • Ability to troubleshoot new technologies
  • Adaptability to new processes
Good to have:
  • Video Conference Room Administration/Installation experience (MS Teams, Zoom Rooms, Google Meet)
  • Kiosk deployment troubleshooting experience (Android platform)
  • In-depth knowledge of Video Conferencing software in enterprise environments
  • Knowledge of computer networking and USB devices
  • PC and Mac OS troubleshooting experience
  • Salesforce/Oracle/Zendesk support ticketing system experience
  • Experience with Zoom, Skype, Google Hangouts

Description

Job Summary

The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members.

Successful candidates will have a minimum of 3 years of remote AV technical support experience, combining industry knowledge, a strong customer service ethic with advanced technical skills. Experience supporting enterprise (or business-to-business) customers and strong video conferencing software skills is a plus.

Primary Job Responsibilities

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

  • 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

  • Suggest process improvements when you see opportunities and dissent when you donโ€™t agree

Knowledge and Skills

  • Strong written and verbal communication skills

  • Strong listening and comprehension skills

  • Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others

  • Demonstrated adaptability to new process and procedures while remaining up to date on existing standards 

  • Demonstrated ability to isolate software related issues from hardware 

  • Experience adapting to solve problems when normal solutions break down

  • Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred 

  • Experience troubleshooting Kiosk deployments using the Android platform strongly preferred  

  • In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred

  • Knowledge of computer networking and USB devices is strongly preferred

  • Knowledge of PC and Mac OS/or other non-AV system troubleshooting strongly preferred

Qualifications

  • Minimum 3 years of experience in (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience

  • Minimum 1 years of providing technical support via phone

  • Minimum 1 years of experience troubleshooting video conferencing software within an enterprise environment 

  • Fluent (written and spoken) in English

  • Strong and verifiable knowledge of customer care processes and techniques

  • Demonstrated experience handling moderate-to-high phone call volume

  • Experience with Salesforce/Oracle/Zendesk support ticketing systems

  • Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts

Education

  • 4-year degree or equivalent experience

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About The Company

Welcome to the New Logic of Work. 

No matter what that means to you.


Logitech helps all people pursue their passions and is committed to doing so in a way that is good for people and the planet. We design hardware and software solutions that help businesses thrive and bring people together when working, creating, gaming, and streaming. Brands of Logitech include Logitech, Logitech G, ASTRO Gaming, Streamlabs, Blue Microphones, and Ultimate Ears. 


Learn all about the products designed to empower you to create, play and do the best work of your life. As well as the people who make them. Join the LogiTeam: https://jobs.jobvite.com/logitech/

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