Job Description

Description About CX: The CX team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company. We put customers first. With the customer\'s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers\' needs and expectations. Job Summary: As a PWS SME, your role is to ensure the success of our front line support teams by equipping them with product knowledge and resources. You will collaborate with internal and external CX teams to evaluate and analyze our agents and to create and develop content for them to leverage. Your Contributions: Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you\'ll need for success at Logitech. In this role you will: Evaluate knowledge resources such as training content, macros, internal knowledge base, and more for accuracy and relevancy - ensuring they are at its best for agents. Evaluate and analyze agent data relating to product knowledge, creating and executing action plans in collaboration with internal and external CX teams to improve agents. Data sources include, but are not limited to: QA dashboards, NPS surveys, CRM ticket data, ticket deep diving, and roundtable discussions. Develop meaningful relationships with all site partners with goals to understand agent product knowledge performance and to create and execute improvement plans. Collaborate with CX Training, QA, and PDIM teams to ensure quality product knowledge resources. Qualifications: For consideration, you must bring the following minimum skills and behaviors to our team: Experience in CX or a customer support environment Excellent computer literacy/typing skills. Proficient spelling and grammar. Excellent communication skills. Outstanding critical thinking skills. Experience using Zendesk, or other customer relationship management platforms. Experience using business analytical tools, such as Tableau, PowerBI, Zendesk. Someone who is coachable, and has a positive outlook and attitude. A driven, self-motivated, and proactive high performer with a strong service mindset. Organized, detail oriented, able to multitask, methodical, and deliberate in their approach. Our ideal candidate: In addition to the qualification, our ideal candidate also has the following: Passionate about Logitech products and software Experience in product knowledge content creation Thrives in an autonomous and often ambiguous environment. Passion for inclusion. Desire to have fun and laugh while getting the job done. Education: High School diploma, GED, 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. \'All qualified applicants will receive consideration for employmentwithout regard to race, sex, color, religion,sexual orientation, gender identity,national origin, protected veteran status, or on the basis of disability.\'

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