Jabra Support Engineer, Tier 2

Titlul postului:

Jabra Support Engineer, Tier 2

Companie

GN Group

Descrierea postului

You will be besponsible for resolving technical escalations from Tier 1 support, consulting with the Tier 3 support team on tickets, and escalating those tickets to Tier 3 when applicable. While the ticket resides in Tier 2, owns all communication with internal and external stakeholders.Key responsibilities:Resolve technical issues escalated by Tier 1 SupportReproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicableMaintain a high level of technical expertise in audio and video technology and associated IT infrastructureKeep up-to-date with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom RoomsDrive and own the tickets escalated to Tier 2, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation LadderPropose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online contentProvide training to Tier 1 Support SpecialistsRequirements:High standard of personal integrity & professionalismBachelor’s degree in a related field or combination of relevant education and experience3–5 years in a similar roleFamiliar with test processes and methodologiesProficient with Microsoft Office suite (Teams, Word, Excel, OneNote)Excellent organizational, time management, communication, and presentation skillsAbility to oversee meetings, present to an audience, and conduct solution training.Good problem-solving and fault isolation skillset, a clear understanding of logic-based testing.Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.The capability to explain complex setups and solutions.Great analytical and influencing skillsAbility to assist in building and supporting business casesFluent in English, additional languages are highly desirableExcellent communication skills, both written and verbalAbility to travel up to 20%We encourage you to applyWe highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.We are committed to an inclusive recruitment processAll applicants will receive equal consideration for employment. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.Should you have any special requirements for the Interview please let the hiring manager upon accepting invitation to interview.How to apply?Use the ‘APPLY’ link no later than October 15th. Applications are assessed on a continuous basis, so don’t wait to send yours.On a time crunch?Feel free to only submit your up-to-date CV including a few sentences outlining your motivation for applying – quick and easy.If you would like to know more about the position, please contact Dan Geddes, dgeddes@jabra.comJoin us in bringing people closerGN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiast.We hope you will join us on this journey and look forward to receiving your application.#LI-Jabra

Salariu așteptat

Locație

Ballerup, Hovedstaden

Data jobului

Thu, 26 Sep 2024 06:37:06 GMT

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