The Regional Support Specialist is responsible for being the primary technical escalation point of contact for Customer Care for local region.
Move fast. Speak up. Decide and own. Drive change. Exceed customer needs. These are some of the winning behaviors you’ll need for success at Logitech. In this role you will:
Operational escalation point of contact for Customer Care for local region and in exceptional cases direct customer handling.
Backup Regional Support Specialist for other regions.
Monitor and proactively provide feedback on Customer Care partner(s) effective escalation handling including top level escalations such as safety, compensation claims, irate customers, Logitech internal requests etc...
Actively monitor the Logitech internal forums and regional public forum.
Actively participate in process audits and definitions.
Responsible for all Logitech internal, technical product-related support requests and activities, including sales, field-sales and management support.
Actively maintains an interface role with the WW-Product Specialist team.
Provide support as required when training content design is required.
Contribute to the maintenance of training content, methods and programs.
Stay informed of new company products to ensure current and effective training programs and methods are being used.
Actively participate in training audits.
Delivery of training courses to Customer Care and third party partners, including company employees and as well regional sales organizations.
Responsible to increase and maintain regional Customer Care basic product knowledge.
Account management for all Customer Care related systems and tools.
For consideration, you must bring the following skills and behaviors to our team:
Minimum 4 years in consumer electronics, customer support or IT sector.
1-2 years of training experience.
Bachelor’s degree or equivalent work experience.
Microsoft Certified Desktop Support Technician (MCDST) or equivalent work experience required.
Cisco Certified Entry Networking Technician (CCENT) or equivalent work experience required.
Apple Certified Macintosh Technician (ACMT) or equivalent work experience preferred.
Based in locally within the region.
Travel time may be as high as 30%.
Assist and participate actively in ad-hoc projects. Skills/Knowledge/Attributes
Fluent verbal and written English communication skills required.
Solid understanding of Customer Care business practices, processes and audits.
Passion for & commitment to delivering the best support experience, ready to go the extra step.
Technical aptitude with an ability to explain/train complex concepts to a varied audience.
Proficient computer skills – Microsoft Office (Word, Excel, PowerPoint, Visio).
Fundamental understanding of project management methodology.
Must demonstrate an ability for deductive reasoning.
An advocate of continuous improvement.
Attention to detail.
Able to value every single customer.
[EMEA] At least one additional major European language is required on native or near native level, any further language skills are welcomed.
[AP] Chinese, Korean or Japanese verbal and written communication skills is required on native or near native level, any further language skills are welcomed.
Small Company. Big Products.
Logitech is a world leader in products that connect people to their digital experiences. With a broad portfolio of interface devices, Logitech’s leadership in innovation encompasses a wide variety of corded and cordless personal peripherals. With special emphasis on products for PC navigation, gaming, Internet communications, digital music and home-entertainment control, Logitech is at the forefront of design and is creatively driving a richer experience for digital interactions.
Logitech is proud to be an equal opportunity workplace. Individuals seeking employment at Logitech are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
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