Logotech Hiring Graduates: Check More Details

Overview:

Logitech is hiring an experienced CX Escalation Specialist at their Chennai location. The CX Escalation Specialist is responsible for maintaining effective customer escalation management procedures to track issues related to products, software, and operations. The role will provide guidance to CX escalation teams on troubleshooting and information gathering for escalated issues. Additional responsibilities include acting as a liaison with business stakeholders and coordinating internal efforts to implement resolutions for issues, including, but not limited to, hardware/software updates, policy updates, and help center articles. The ideal candidate will be able to carry out complex investigations with lateral teams to deliver high quality reports on escalated issues and product quality.

The complete details of this job are as follows:

Roles and Responsibilities

• Manage CX JIRA related to field issues for products and software. Review, update, and provide feedback on JIRAs to ensure issues are well documented and data points lead to resolution.
• Perform complex problem solving and assistance on Logitech’s diverse product portfolio and software applications.
• Provide in-depth individual and/or group instruction on troubleshooting and data collection for escalated issues.
• Be the point of contact for all validated issues impacting customers. Conduct an efficient, accurate, and prompt issue triaging process to ensure only validated issues are escalated further.
• Assist in reviewing and analyzing Zendesk tickets and other customer feedback to identify and update product and software issues.
• Escalate system level issues to the appropriate systems/IT support/vendor team
• Own and drive issue resolution while keeping accurate and timely communication of status and progress to all relevant stakeholders.
• Report and communicate insights to all relevant stakeholders based on need.

Key Qualifications:

• For consideration, you must bring the following minimum skills and behaviors to our team:
• 2+ years of experience in QA, support analyst, technical support, or incident management role
• Troubleshooting knowledge of a wide range of technologies, including but not limited to OSes, Bluetooth, Audio, etc.
• Ability to gather and analyze a variety of data points (qualitative and quantitative) and deliver actionable insights to business groups
• Excellent communication & presentation skills (written & oral) at all levels of the organization.
• Experience partnering, collaborating, and sharing knowledge with global teams and skilled at building strong relationships, to deliver expected and improved results.
• Knowledge and experience with Google G Suite, JIRA, Asana, Zendesk, Tableau, or similar products
• Great interpersonal skills. Responsive to customer and business requests.
• Must thrive in a fast-paced environment
• Fluent in English (written and spoken), any other language is a plus
• In addition, preferable skills and behaviors include:
• Call center operation experience/knowledge

Education:

• BS degree in a technical or related field or equivalent work experience

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