Tier 3 Tech Support Supervisor

Tier 3 Technical Support Supervisor

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.

Job Summary

The Tier 3 Technical Support Supervisor is a dynamic leadership position responsible for overseeing the daily operations and performance of Logitech's regional Tier 3 team, based in Camas, Washington. This team supports enterprise video collaboration customers, ensuring timely resolution of complex technical issues and a high level of customer satisfaction. In addition to operational oversight and escalation management, the supervisor will lead hiring, training, and mentoring efforts while actively fostering a culture of collaboration and continuous improvement.

This role requires strong leadership skills to implement operational initiatives while addressing and resolving technical issues and escalations in close collaboration with tier 2 supervisors, technical solution leads, sales engineers, and account managers.

Primary Job Responsibilities

Operational Leadership:

• Oversee day-to-day Tier 3 team operations, ensuring high-quality technical support and resolution of escalated issues.
• Supervise the performance of Tier 3 agents and ensure timely and effective resolutions for high-priority cases.
• Identify and track escalated issue trends, reporting insights to B2B CX leadership while driving improvements.
• Remain up to date on Logitech & relevant third-party hardware and software.

Team Development & Learning:

• Hire, onboard, and train Tier 3 agents to guarantee technical proficiency and team readiness.
• Foster the ongoing growth and development of all Tier 3 agents by conducting regular one-on-one sessions, crafting personalized development plans tailored to individual goals, and promoting the acquisition of new skills to enhance their expertise and adaptability.
• Monitor individual and team performance, ensuring success and alignment with department goals and strategic roadmap.
• Ensure mentorship opportunities by facilitating training programs where Tier 3 agents guide Tier 2 agents.
• Foster a supportive environment focused on training, skill development, and engagement, where mistakes are embraced as learning opportunities for growth and improvement.

Strategic Relationship Building:

• Build and maintain strong relationships with cross-functional teams, including but not limited to, technical solution leads, sales engineers, and account managers.
• Collaborate with Tier 2 supervisors and Sales to ensure escalations are resolved efficiently and appropriately.
• Coordinate with the Sr. Manager of Global Support Delivery and Head of OPCX Logitech 4 Business to address operational challenges and streamline processes.

Innovation & Efficiency:

• Suggest and implement workflow improvements, tool development, and updated policies to enhance efficiency and customer outcomes.
• Develop regional initiatives aimed at boosting team productivity, engagement, and alignment with global objectives.
• Assist in T3 content creation initiatives to increase customer self-service.
• Contribute to new operational initiatives as needed.

Team Culture:

• Cultivate a strong and positive team culture, emphasizing collaboration, teamwork, communication, and engagement.
• Continuously evolve strategies to improve team morale and create opportunities for growth.

Technical Experience Needed

Minimum of 5 years of experience with technical solutions or enterprise technology, including:

• Expert knowledge of video conferencing and AV products.
• Advanced knowledge of Microsoft Teams deployment and use.
• Advanced knowledge of video conferencing applications such as Zoom and Google Meets.
• Advanced troubleshooting skills in Windows and Mac operating systems.
• Solid understanding of networking principles and Android-based devices.

Customer Support Experience Needed

Minimum of 8 years of experience supervising or managing technical support teams in fast-paced environments. Minimum of 2 years of experience handling escalated technical issues for enterprise customers.

Strong written and verbal communication skills, with the ability to communicate effectively in English (additional languages are a plus). Proven experience training and coaching individuals to meet personal and professional development goals.

Education

Bachelor's degree or equivalent experience.

Why This Role Matters

This role is instrumental in driving Logitech's commitment to delivering world-class support to enterprise customers. The supervisor's ability to mentor Tier 3 agents, foster effective cross-functional relationships, and leverage new initiatives to evolve operations will play a key role in optimizing the organizational workflow and ensuring Tier 3 efforts are focused on solving mission-critical issues.

Additionally, this position offers opportunities for strategic influence and team leadership, making it ideal for someone passionate about operational excellence, technical solutions, and customer success.

This position offers an annual salary typically between $92,500 - 134,100, depending on location and experience. In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.

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.

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.