The role
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.
Your contribution
Move fast. Speak up. Decide and own. Drive change. Exceed customer needs. These are some of the winning behaviors you'll need for success at Logitech. In this role your will :
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
Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we're small and flexible enough for every person to take initiative and make things happen. But we're big enough in our portfolio, and reach for those actions to have a global impact. That's a pretty sweet spot to be in and we're always striving to keep it that way.
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.
All qualified applicants will receive consideration for employment without regard to race, Age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
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