北京招聘

Job Description

The Role:

The T3 B2B VC CX Tech Support Supervisor is responsible for will oversee the day-to-day performance of their region’s Tier 3 team supporting Logitech’s enterprise video collaboration customers. 

In addition to daily operations, Tier 3 Supervisor will be responsible for the hiring, training, and development of Tier 3 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 agents, Sr. Manager of VC Support, and the Head of Enterprise Support to improve the overall performance of the department.

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:

• Maintain a high level of understanding of the technical details of all Logitech’s enterprise video solutions

• Monitor escalated issues being handled at the Tier 3 level and ensure timely, high-quality resolution

• Identify and track trends across B2B CX for all regions, in cooperation with B2B CX leadership

• Work with Tier 2 supervisors to ensure incidents are escalated appropriately and resolved quickly

• Monitor Tier 3 agent performance and provide coaching to improve support quality and technical capability

• Suggest and implement improvements to workflow, tools, and general policies to improve quality and efficiency Tier 3 escalation handling

• Provide ad hoc input and feedback to B2B CX Product Specialists to assist in reporting issues

• Ad hoc projects to further the growth of the B2B CX vertical

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

• Minimum of 5 years experience working with some or all of the technologies listed below

• Expert knowledge of video conferencing and *** products

• Advanced knowledge of Skype/Microsoft Teams deployment and use

• Advanced knowledge of video conferencing applications such as Zoom and Google Meets

• Advanced knowledge of Windows and Mac operating systems troubleshooting

• Knowledge of computer networking and operating systems

• Minimum 8 years of experience supervising/managing a team of technical support agents

• Minimum 2 years of experience handling escalated technical support issues

• Polished written and verbal communication skills

• Fluent in English (other languages helpful, but not required)

• Experience coaching individuals for personal and professional development

In addition, preferable skills and behaviors include:

• Familiarity with Android-based devices

• Technical certifications beneficial but not required

Education:

• 4-year degree or equivalent experience

2018设计领域全球十大最具创新力公司之一，全球业绩连续五年强势增长，多品牌、多品类——高科技行业中的“宝洁”，源于瑞士、精工匠心，不仅是云周边设备供应商，更是Design Company。

罗技创立于1981年，专注于设计与人们生活紧密相关的产品，近年来已转型成为一家云周边设备供应商。

罗技公司在瑞士证券交易所(LOGN)和纳斯达克全球市场(LOGI)公开上市，旗下拥有罗技、罗技G、Jaybird、Ultimate Ears、Astro Gaming等多个品牌，业务涉及生产力及创造力、电竞游戏、视频协作、音乐和智能家居多个领域，在全球140多个国家和地区展开业务，在多个细分品类雄踞市场份额领先位置。

凭借产品出色的工业设计及创新，罗技频频揽获各类世界级设计奖项，包括红点设计大奖、德国iF设计大奖和Good Design设计大奖等。