What are the responsibilities and job description for the Logitech Inc. is hiring: Tier 3 Tech Support Engineer, Video Conferencing & Ente position at Logitech Inc.?
Job Summary
The T3 Support Engineer is responsible for resolving high-complexity enterprise support issues and escalations finding solutions to difficult technical problems. The role will focus mainly on Logitech’s enterprise video conferencing and AV solutions, but may occasionally be asked to resolve issues with other enterprise hardware.
The Tech Support Lead will also be responsible for working with department leadership and other technical resources to address technical issues that can’t be handled via troubleshooting alone.
During times of unusually high support volume the T3 Support Engineer may be asked to assist in maintaining department service levels by working on non-escalated customer requests.
The ideal candidate for the role will have extensive knowledge of enterprise A / V products and the AV / IT ecosystem they’re used in, as well as a track record of high performance in technical support.
Primary Job Responsibilities
- Resolve escalated, technically-complex support issues as first point of contact, or after escalation from technical support team.
- Resolve escalated VIP issues, both high-complexity problems and “white-glove” remote assistance with product setup and use.
- 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, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels are met.
- Provide regular input to help create internal and external technical support content.
Knowledge and Qualifications
Experience
Education
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