**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.**
**Primary Job Responsibilities**
- ** 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**
- ** Experience adapting to solve problems when normal solutions break down**
- ** Knowledge of PC and/or other non-AV system troubleshooting a plus**
- ** Knowledge of computer networking and USB devices a plus**
- ** Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms, or Google Meet software strongly preferred**
- ** Ability to adapt within both work from home and in-office environments**
**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**
- ** Fluent (written and spoken) in English and Spanish**
- ** 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**
Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a general impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.
“_All qualified applicants will receive consideration for employment_ _without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”_
LI-AL1
LI-Remote

📌 Technical Support Representative, Enterprise & Video Collaboration (Santa Fe)
🏢 Logitech
📍 Santa Fe