Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Fluent (written and spoken) in English and French is essential for this position
Hybrid role: 3 days on site in Mahon, Cork

The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from English and French Speaking business customers and technical support escalations from Tier 1 team members.

Ideal 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 is a plus.

Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do.
These are the behaviors you’ll need for success at Logitech. In this role you will:

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.

Key Knowledge, Skills & Experience

Fluent (written & spoken) in English and French.
Strong written and verbal communication skills.
Strong listening and comprehension skills.
Minimum 1 year of providing technical support via phone.
Experience with support ticketing systems.
Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others.
Proven track record of meeting both quality and productivity goals.
Strong and verifiable knowledge of customer care processes and techniques.
Demonstrated adaptability to new process and procedures while remaining up to date on existing standards.
Demonstrated ability to isolate software related issues from hardware.
Knowledge of computer networking and USB devices.
Troubleshooting knowledge of PC and Mac OS/or other non-AV systems.
Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts

Desirable Knowledge, Skills & Experience

Preferably 3 years of experience in (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience
Minimum 1 years of experience troubleshooting video conferencing software within an enterprise environment..
Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred.
In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred.

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.

French Technical Support Representative, Enterprise & Video Collaboration

Job Description