Senior Technical Support Specialist

3 days ago

Camas, Washington, United States Logitech Full time

Overview: Logitech is a global company that empowers collaboration and fosters play. We help teams collaborate and learn from anywhere, without compromising on productivity or continuity.

About the Role: We are seeking a highly skilled Senior Technical Support Specialist to join our team. As an Enterprise Video Conferencing Expert, you will be responsible for resolving high-complexity enterprise support issues and escalations related to our video conferencing and AV solutions. You will work with department leadership and other technical resources to address technical issues that cannot be handled via troubleshooting alone.

Key Responsibilities:

  • Resolve escalated, technically-complex support issues as first point of contact, or after escalation from technical support team
  • Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that cannot be resolved with standard troubleshooting
  • Provide ad hoc feedback about trends and new issues
  • Occasionally, answer non-escalated phone calls and email support tickets to ensure department service levels are met

Requirements:

  • Minimum 8 years of experience in a technical support capacity, with at least 5 years video-conference (VC) troubleshooting experience
  • Minimum 2 years of providing remote technical support
  • 6 months providing high-touch support to VIP accounts
  • Expert knowledge of video conferencing and AV products
  • Advanced knowledge of Microsoft Teams deployment and use
  • Advanced knowledge of video conferencing applications such as Zoom and Google Meets
  • Advanced knowledge of PC and/or other non-AV system troubleshooting
  • Polished written and verbal communication skills

Benefits:

  • An estimated salary range of $104,800 - $159,900, depending on location and experience
  • A comprehensive benefits package, including Medical Coverage, Dental Coverage, Vision Coverage, Traditional and Roth 401(k) Plans, Flexible Spending Accounts, Employee Share Purchase Plan (ESPP), Basic and Additional Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement Plans, Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, and Paid Parental Leave
  • Wellness Programs, Health Savings Account Plans, access to Expert Medical Opinions, Identity Theft Protection, Breast Milk Delivery to Nursing Mothers on Business Travel, access to a Group Legal Plan, Donations Matching Programs, Employee Product Discounts, and access to Auto, Home, and Pet Insurance

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