Senior Customer Support Engineer (Italian) at Logitech

Cork, County Cork, Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Proficiency in both Italian and English (spoken and written) - mandatory
Expert knowledge of video conferencing and AV products
Expert/Advanced knowledge of Windows and Mac OS
Excellent working knowledge of video conferencing applications such as Zoom, MS Teams, and Google Meet
Advanced knowledge of computer networking and operating systems
Familiarity with Android-based devices (beyond cellular phones) - desirable
Familiarity with iOS devices - desirable
Excellent communication skills (verbal, oral, and interpersonal)
Excellent customer service skills
Demonstrated ability to quickly learn and troubleshoot new technologies
Demonstrated ability to handle extremely complex technical issues, including working with engineers
Good working knowledge and skills in MS Office 365, Exchange, Azure AD, and SSO
Minimum 3 years of experience in a technical support capacity, with at least 2 years in videoconference (VC) troubleshooting experience - preferable
Minimum 2 years of providing remote technical support - preferable
1 year providing high-touch support to Enterprise accounts - preferable
Second European language - desirable

Responsibilities

Resolve technically complex support issues reported by customers and/or other team members
Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, 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 other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting
Provide ad hoc feedback about trends and new issues
Occasionally answer non-escalated phone calls and email support tickets to ensure department service level agreements are met
Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers
Deliver consistent customer experience that meets or exceeds commitments
Troubleshoot and find solutions to difficult technical problems, focusing mainly on Logitech’s Paid Services support for video conferencing solutions, and occasionally other enterprise software (MS, Zoom, Google)
Communicate with customers via phone, email, or video calls, and provide high-touch service across global organizations, partnering with ITDMs
Assist customers with issues to ensure Enterprise meeting rooms stay running and quickly identify root causes within the ecosystem
May set up and maintain a lab in the local area

Skills

Key technologies and capabilities for this role

ItalianEnglishTroubleshootingVideo ConferencingLogitech ProductsMicrosoft TeamsZoomGoogle WorkspaceTechnical SupportCustomer CommunicationLab Setup

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position is hybrid, requiring 3 days per week in the office in Cork, Ireland.

What language skills are required for this position?

Proficiency in both Italian and English (spoken and written) is mandatory.

What technical skills are needed for this Senior Customer Support Engineer role?

Expert knowledge of video conferencing and AV products, expert/advanced knowledge of Windows and Mac OS, and excellent working knowledge of video conferencing are required.

What is the company culture like at Logitech?

Logitech emphasizes being yourself, open, hungry and humble, collaborating, challenging others, having a great attitude, and enjoying helping customers in a timely, efficient, and pleasant way. The environment is diverse with opportunities to advance your career.

What makes a strong candidate for this role?

Candidates must have fluency in Italian and English, expert technical knowledge in video conferencing, AV products, Windows, and Mac OS, plus a positive attitude focused on resolving complex issues efficiently and maintaining strong customer relationships.

Logitech

Designs and sells computer peripherals and accessories

About Logitech

Logitech designs and manufactures computer peripherals and digital interaction tools, including keyboards, webcams, headsets, and mice. Their products enhance how users connect with the digital world, focusing on user experience and design. Logitech's offerings cater to a wide range of customers, from individual consumers to businesses and professional gamers, and are sold through various online and retail channels. What sets Logitech apart from competitors is their strong commitment to quality and continuous innovation, which allows them to meet the changing needs of their users and set industry standards. The company's goal is to improve digital interaction for everyone, ensuring customer satisfaction through excellent support and community engagement.

San Jose, CaliforniaHeadquarters

1981Year Founded

IPOCompany Stage

Consumer Software, Design, Consumer GoodsIndustries

5,001-10,000Employees

Benefits

Comprehensive medical, dental, and vision

Life insurance, and short- and long-term disability

Flexible spending accounts for health care, dependent care and commuter expenses

Generous paid time off and holidays

Employee Assistance Program

Wellness programs and gym/sport benefits & discounts

Company social events

Logitech product discounts

Tuition reimbursement plan

Fun environment - take a break and play a game!

Retirement plan benefits

Risks

Increased competition from brands like Razer and Corsair in gaming peripherals.

Supply chain vulnerabilities affect availability of crucial semiconductor components.

Stricter EU environmental regulations may increase production costs for Logitech.

Differentiation

Logitech's diverse brand portfolio caters to various consumer and enterprise needs.

The company is recognized for its innovative design and user experience focus.

Logitech's commitment to sustainability enhances its brand reputation.

Upsides

Growing demand for remote work solutions boosts sales of webcams and headsets.

The gaming industry's growth supports increased sales of Logitech's gaming peripherals.

Rising content creation platforms drive demand for Logitech's streaming equipment.

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