Logitech Inc. Tech Support Supervisor, Logitech for Business in Vancouver, Washington
Description Position at LogitechJob SummaryThe Enterprise Tech Support Supervisor will oversee the day-to-day performance of the Tier 2 enterprise support team within their region, and work closely with outsource partner(s) to ensure service levels and KPIs are met.In addition to daily operations, the Team Supervisor will be responsible for the technical and professional development of the Tier 2 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 Supervisor, and the Enterprise Tech Support Manager to improve the overall performance of the department.Primary Job ResponsibilitiesMaintain a high level of understanding of the technical details of all Logitech's video enterprise video solutionsMonitor regional support team's daily performance to ensure service levels are metMonitor and track trends across B2B CX for all regions, in cooperation with B2B CX leadershipWork with outsource partners and Logitech agents to ensure issues are escalated correctlyProvide an escalation point for technical and non-technical cases, working with Tier 3 agents to ensure escalations are resolved in a timely mannerMonitor internal agent performance and provide coaching to improve support quality and technical capabilitySuggest and implement improvements to workflow, tools and general policies to improve quality and efficiency of B2B CXProvide ad hoc input and feedback to B2B CX Product Specialists to assist in reporting issuesAd hoc projects to further the growth of the B2B CX verticalTechnical Experience NeededMinimum of 4 years experience working with some or all of the technologies listed belowAdvanced knowledge of video conferencing and AV productsAdvanced knowledge of Skype/Microsoft Teams deployment and useAdvanced knowledge of video conferencing applications such as Zoom and Google MeetsAdvanced knowledge of Windows and Mac operating systems troubleshootingKnowledge of computer networking and operating systemsFamiliarity with Android-based devicesCustomer Support Experience NeededMinimum 4 years of experience supervising/managing a team of technical support agentsPolished written and verbal communication skillsFluent in English (other languages helpful, but not required)Experience coaching individuals for personal and professional developmentExperience working with a hybrid (internal and outsourced) workforceEducation4-year degree or equivalent experienceLogitech 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.""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.#LI-JM21All 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.