We are seeking a Senior Customer Support Engineer in Australia to join our team. As a Senior Customer Support Engineer, you will be responsible for resolving high-complexity enterprise support issues and escalations, finding solutions to difficult technical problems. You will focus mainly on Logitech's Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise Software.
Responsibilities:
- Resolve technically complex support issues reported by customers and other team members.
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner.
- 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 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.
- Deliver consistent customer experience that meets or exceeds commitments.
Key Qualifications:
- Expert knowledge of video conferencing and AV products and solutions.
- Expert knowledge of Microsoft Teams, Zoom, Google Meet deployment and use.
- Expert knowledge of video conferencing applications such as Zoom, MS Teams, and Google Meets.
- Expert/Advanced knowledge of computer networking and operating systems.
- Advanced knowledge of Windows and Mac OS.
- Advanced knowledge of PC and/or other non-AV system troubleshooting.
- Familiarity with Android-based devices.
- Excellent communications and customer service skills.
- Demonstrated ability to quickly learn and troubleshoot new technologies.
- Demonstrated ability to handle extremely complex technical issues.
Preferred Qualifications:
- Minimum 5 years of experience in a technical support capacity, with at least 3 years videoconference (VC) troubleshooting experience.
- Minimum 2 years of providing remote technical support.
- 1 year providing high-touch support to Enterprise accounts.
- Technical certifications beneficial, but not required.
Education:
- Bachelor's degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.
