Digital Support Tools Specialist, Logitech for Business (L4B) Services

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Team and Role:

As a Digital Support Tools Specialist Logitech for Business (L4B) you will be pivotal in elevating the effectiveness and efficiency of our Logitech for Business (L4B) Technical Support organization. You will directly impact the daily workflows of our support agents and enhance the customer experience by designing, implementing, and optimizing key digital tools.

Key responsibilities include understanding the needs of the users of the tools, performing (non-engineering) configuration and setup, and making optimizations based on monitoring the performance of the tools. Additionally, you will create technical documentation and maintain a close working knowledge of Logitech customers’ B2B technical support needs. Examples of the technical support tools include Zendesk AI features, Asana, AI chatbots, and more.

A successful candidate in this role will significantly improve the quality and effectiveness of the systems and tools our support agents and customers rely on.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:

• Translate business needs into technical configurations: Act as a bridge between support operations and technical capabilities, gathering requirements and translating them into actionable configurations within our digital tools

• Maintain a strong working knowledge of technically complex customer issues and challenges facing the technical support team

• Write and edit complex technical setup and troubleshooting documentation and procedures

• Maintain the support tools by monitoring and updating them to adapt to a rapidly changing tech support environment

• Work with IT and Support and Services leadership to identify and prioritize fixes, enhancements

• Assist with additional projects related to our self service content and its ability to improve customers’ experience

Your Qualifications and Skills:

For consideration, you must bring the following minimum skills and experiences (or their equivalent) to our team:

• Significant experience working within a technical support team 

• Proven experience in a role responsible for implementing new digital tools and platforms in a tech support context

• Exploratory experience working with artificial intelligence tools in a workplace environment

• Experience documenting technically complex concepts for a large audience (e.g. technical writing for support documentation, manuals, SOPs, etc)

• Experience working with Zendesk or a similar CRM, with a strong preference for knowledge of platform configuration

• Strong preference given to those with professional experience with either video conferencing products or B2B technical support

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This position offers an annual salary of typically between $ 75K and $ 100K CAD dependent on location and experience.  In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.
Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.
All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.