Tier 3 Tech Support Supervisor, Logitech for Business

Logitech (Cork, Ireland) 14 days ago

The Role:

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.

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:

  • 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

Key Qualifications:

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

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 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.

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Tier 3 Tech Support Supervisor, Logitech for Business

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