Technical Support Representative, Enterprise & Video Collaboration

Logitech


Date: 22 hours ago
City: Chennai, Tamil Nadu
Contract type: Full time
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 don’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

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Associate, Quality Services, 3P Device launches

Amazon, Chennai, Tamil Nadu
22 hours ago
DescriptionExecute test plans & test cases, creating test data, and reporting results in a timely, clear, and concise manner.Should have understanding of the functionality of the project/product. Should have the ability to stay connected with changing requirements and documentation.Should be able to actively look for gaps in test cases and look beyond test cases for issues/bugs.Should execute processes to thoroughly...

Senior Consultant

Cognizant, Chennai, Tamil Nadu
1 day ago
Job SummaryWe are seeking a Sr. Consultant with 10 to 12 years of experience to join our team in a hybrid work model. The ideal candidate will have domain expertise in Payer and will work during day shifts. This role does not require travel. The Sr. Consultant will play a crucial role in driving project success and delivering impactful solutions...

Payroll Advisory- Consultant

Deloitte, Chennai, Tamil Nadu
1 day ago
Summary Position Summary HUMAN CAPITAL – HR TRANSFORMATION PAYROLL & WORKFORCE MANAGEMENT | PAYROLL & WORKFORCE MANAGEMENT ADVISORY Human Capital The Human Capital Offering Portfolio focuses on helping organizations manage and sustain their performance through their most important asset: their people. Centered on five core issues, this Portfolio signifies to the market that we see Human Capital as a topic...