The T3 B2B VC CX Tech Support Supervisor is responsible for will oversee the day-to-day performance of their region’s Tier 3 team supporting Logitech’s enterprise video collaboration customers.
In addition to daily operations, Tier 3 Supervisor will be responsible for the hiring, training, and development of Tier 3 agents, monitoring their quality and performance and coaching regularly to promote continued growth.
The role will also be responsible for working to resolve and escalate known issues, and working with the Tier 3 Enterprise Support agents, Sr. Manager of VC Support, and the Head of Enterprise Support to improve the overall performance of the department.
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:
Maintain a high level of understanding of the technical details of all Logitech’s enterprise video solutions
Monitor escalated issues being handled at the Tier 3 level and ensure timely, high-quality resolution
Identify and track trends across B2B CX for all regions, in cooperation with B2B CX leadership
Work with Tier 2 supervisors to ensure incidents are escalated appropriately and resolved quickly
Monitor Tier 3 agent performance and provide coaching to improve support quality and technical capability
Suggest and implement improvements to workflow, tools, and general policies to improve quality and efficiency Tier 3 escalation handling
Provide ad hoc input and feedback to B2B CX Product Specialists to assist in reporting issues
Ad hoc projects to further the growth of the B2B CX vertical
For consideration, you must bring the following minimum skills and behaviors to our team:
Minimum of 5 years experience working with some or all of the technologies listed below
Expert knowledge of video conferencing and AV products
Advanced knowledge of Skype/Microsoft Teams deployment and use
Advanced knowledge of video conferencing applications such as Zoom and Google Meets
Advanced knowledge of Windows and Mac operating systems troubleshooting
Knowledge of computer networking and operating systems
Minimum 8 years of experience supervising/managing a team of technical support agents
Minimum 2 years of experience handling escalated technical support issues
Polished written and verbal communication skills
Fluent in English (other languages helpful, but not required)
Experience coaching individuals for personal and professional development
In addition, preferable skills and behaviors include:
Familiarity with Android-based devices
Technical certifications beneficial but not required
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 global impact. That’s a pretty sweet spotto 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.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 510-713- 4866 for assistance.