Apply in 3 Minutes 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.**Location**: Cork, Ireland**Office presence:** Hybrid, 3 day/week in the office**The Role:****Your Contribution:**Be Yourself. Be Open. Stay Hungry and Humble, Collaborate and Challenge. 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:* Expert knowledge of video conferencing and AV products* Expert/Advance knowledge of windows and Mac OS* Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet* Advanced 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.* Excellent 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 and Italian skills, spoken and written. Second European language is desirable.In addition, **preferable** skills and behaviors include:* Minimum 3 years of experience in a technical support capacity, with at least 2 years videoconference (VC) troubleshooting experience* Minimum 2 years of providing remote technical support* 1yr providing high-touch support to Enterprise accounts* Technical certifications beneficial, but not required* Bachelor’s degree in Computer or Electronic and Communication/ Engineering or equivalent degree/experience preferred.#LI-RD1Across 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.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. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location. All qualified applicants will receive consideration for employment without regard to race, sex, age, 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, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.**Important:** Proficiency in both **Italian and English** (spoken and written) is **mandatory** for this role. Candidates who do not meet this requirement will not be considered.At Logitech, we live our values and expect you to show the same to become one of us. Be who you are, come prepared, and we’ll try to make it enjoyable in the process. Generally, the process is simple, and as quick as possible.
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