Senior Customer Support Engineer (Spanish Speaker)

About the role

Logitech is looking for a Spanish-native Customer Support Engineer in the Cork region to join its paid-for Services program. The role focuses on troubleshooting difficult technical problems for Logitech's Paid Services support of video conferencing solutions, and may occasionally cover other enterprise software such as Microsoft, Zoom and Google. Customers are contacted by phone, email or video call, and the engineer works with ITDMs to keep conference rooms running and to help with deployments.

Key responsibilities

• Resolve technically complex support issues reported by customers and other team members.
• Maintain clear, concise and positive communication, including proactive follow-up with customers, team members and product engineers.
• Own the technical relationship with customers and manage their expectations.
• Work with department leadership and stakeholders on bugs, technical issues, compatibility and other matters beyond standard troubleshooting.
• Give ad hoc feedback on trends and new issues.
• Occasionally answer non-escalated phone calls and email tickets to meet service level agreements.
• Help create knowledge base documentation and training materials for internal and external customers.

Required profile

• Native Spanish speaker with professional spoken and written English.
• Preferably at least 3 years of technical support experience, including 2 years of videoconferencing troubleshooting, 2 years of remote support and 1 year of high-touch enterprise support.
• Bachelor's degree in Computer or Electronic and Communication Engineering, or equivalent experience.

Required skills

• Expert knowledge of video conferencing and AV products.
• Expert knowledge of Windows and macOS.
• Good working knowledge of Zoom, Microsoft Teams and Google Meet.
• Advanced knowledge of computer networking and operating systems.
• Good working knowledge of MS Office 365, Exchange, Azure AD and SSO.
• Familiarity with Android and iOS devices desirable.