Technical Support Representative
TechnicalSupportRepresentative-Enterprise&Desktop
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Representative - Enterprise & Desktop at Technical Support Representative. Skills: technical support, Windows, Mac OS, USB devices, wireless technology, bluetooth technology, customer service. enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice, keyboard, webcams and headsets) and software, as well as escalations from our Tier 1 team. Troubleshoot software, connectivity and hardware issues for customers via phone, emai”
Industry & Context.
resolving technical issues; Troubleshoot software, connectivity and hardware issues
What They're Looking For.
Must Have
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 an IT/office users, Fluent (written and spoken) in English
Nice to Have
Experience supporting enterprise (or business-to-business) customers is a plus, Experience quickly learning how to troubleshoot new technologies and communicate them to others, Experience in QA and SQA testing, Experience in Confluence/Asana and other knowledge management systems
What You'll Do.
enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice
webcams and headsets) and software
as well as escalations from our Tier 1 team
Troubleshoot software
connectivity and hardware issues for customers via phone
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
How You'll Work.
Team & Collaboration
Assist Tier 1 support team by providing guidance to resolve tickets without escalation
Communication Scope
Fluent (written and spoken) in English; Excellent communication skills; communicate them to others
Full Job Description
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. **Job Summary** The Tech Support Specialist is responsible for enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice, keyboard, webcams and headsets) and software, as well as escalations from our Tier 1 team. Successful candidates will have a minimum of 3 years providing technical support, with an advanced knowledge of Windows and Mac OS, USB devices, wireless and bluetooth technology, and a strong customer service ethic. Experience supporting enterprise (or business-to-business) customers is a plus. **Primary Job Responsibilities** * 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 **Minimum Qualifications** * 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 an IT/office users * Fluent (written and spoken) in English and [adjust language by region] **Helpful Knowledge and Skills** * Experience quickly learning how to troubleshoot new technologies and communicate them to others * Strong knowledge of USB, wireless and Bluetooth technologies * Experience with Salesforce/Oracle/Zendesk support ticketing systems * Knowledge of common IT office equipment, technology, standards and technology * Excellent communication skills * Strong and verifiable knowledge of customer c
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