(French Speaking) Technical Support Representative, Enterprise & Video Collaboration

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(French Speaking) Technical Support Representative, Enterprise & Video Collaboration, Cork

Client: Logitech Location: Cork, Ireland Job Category: Other EU work permit required: Yes Job Reference: 9d9c36e0089b Job Views: 83 Posted: 21.01.2025 Expiry Date: 07.03.2025

Job Description:

Description Fluent (written and spoken) in English and French is essential for this position. 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:

1. Troubleshoot video conference (VC) system issues for customers via phone, email, and chat.
2. Resolve escalated support tickets from our Tier 1 support team.
3. Assist Tier 1 support team by providing guidance to resolve tickets without escalation.
4. Provide ad-hoc feedback about trends, new issues, and the voice of the customer.
5. In periods of low technical support volume, assist with related projects.
6. Suggest process improvements when you see opportunities.

Key Knowledge, Skills & Experience

1. Fluent (written & spoken) in English and French.
2. Strong written and verbal communication skills.
3. Strong listening and comprehension skills.
4. Minimum 1 year of providing technical support via phone.
5. Experience with support ticketing systems.
6. Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others.
7. Proven track record of meeting both quality and productivity goals.
8. Strong and verifiable knowledge of customer care processes and techniques.
9. Demonstrated adaptability to new processes and procedures while remaining up to date on existing standards.
10. Demonstrated ability to isolate software-related issues from hardware.
11. Knowledge of computer networking and USB devices.
12. Troubleshooting knowledge of PC and Mac OS/or other non-AV systems.
13. Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts.
14. Preferably 3 years of experience in (AV) technical support capacity, with at least 1 year video-conference (VC) troubleshooting experience.
15. Minimum 1 year of experience troubleshooting video conferencing software within an enterprise environment.
16. Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred.
17. In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred.

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 spot to be in and we’re always striving to keep it that way. #J-18808-Ljbffr