Senior Customer Support Engineer (Spanish Speaker)

About Logitech

Logitech offers a workplace where your contributions create a positive impact globally, while allowing the flexibility to work in your own style. The organization champions diversity, inclusion, and authentic collaboration to foster both personal and career growth.

Role Overview

We are seeking a native Spanish-speaking Senior Customer Support Engineer based in Cork, Ireland, tasked with resolving intricate technical problems primarily within Logitech's video conferencing services portfolio. The position involves assisting enterprise customers remotely via phone, email, or video calls to maintain and deploy conference room solutions, occasionally supporting other software platforms like Microsoft, Zoom, and Google.

Key Responsibilities

• Diagnose and resolve challenging technical issues reported by clients and internal teams.
• Communicate clearly and promptly with all stakeholders, providing proactive updates.
• Manage technical relationships and set customer expectations effectively.
• Collaborate with leadership and cross-functional teams to address bugs and technical compatibility issues beyond regular troubleshooting.
• Offer insights into trends and emerging technical problems.
• Handle routine inbound support requests as needed to meet service level commitments.
• Contribute to creating knowledge base content and training resources for internal and external users.
• Ensure consistent delivery of an excellent customer experience while upholding Logitech's values of compassion, respect, and honesty.

Qualifications

• Deep expertise in video conferencing and audio-visual hardware.
• Advanced proficiency with Windows and macOS operating systems.
• Strong experience using video conferencing applications such as Zoom, Microsoft Teams, and Google Meet.
• Advanced understanding of computer networking and operating systems.
• Familiarity with Android-based and iOS devices is advantageous.
• Exceptional verbal, written, and interpersonal communication skills in both English and Spanish.
• Demonstrated excellence in customer service and ability to quickly assimilate and troubleshoot new technologies.
• Competence in managing highly complex technical issues, often in collaboration with engineers.
• Solid skills in Microsoft Office 365, Exchange, Azure Active Directory, and Single Sign-On technologies.

Preferred Experience and Certifications

• At least three years in technical support roles, including two years focused on video conferencing troubleshooting.
• Minimum two years providing remote technical assistance.
• At least one year offering high-touch support to enterprise customers.
• Technical certifications are a plus but not mandatory.

Education

Bachelor's degree in Computer Science, Electronics, Communications Engineering, or equivalent practical experience is preferred.

Company Culture and Inclusiveness

Logitech prides itself on fostering an authentic, inclusive environment where diversity is celebrated. Employees can benefit from a hybrid work model blending remote and on-site collaboration depending on team needs. The company actively supports the physical, emotional, intellectual, and social wellbeing of its workforce through comprehensive benefits and flexible policies.

Diversity and Equal Opportunity

All qualified candidates will be fairly considered without discrimination based on race, gender, religion, sexual orientation, national origin, disability, or protected veteran status. Accommodations are available upon request during the application process.