Jabra Support Engineer Tier 2
Jabra Support Engineer Tier 2
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
You will be responsible 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 Support
Reproduce and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
Keep uptodate with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom Rooms
Drive 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 2
Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
Provide training to Tier 1 Support Specialists
Requirements:
High standard of personal integrity & professionalism
Bachelors degree in a related field or combination of relevant education and experience
35 years in a similar role
Familiar with test processes and methodologies
Proficient with Microsoft Office suite (Teams Word Excel OneNote)
Excellent organizational time management communication and presentation skills
Ability to oversee meetings present to an audience and conduct solution training.
Good problemsolving and fault isolation skillset a clear understanding of logicbased 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 handson product implementation
2 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 skills
Ability to assist in building and supporting business cases
Fluent in English additional languages are highly desirable
Excellent communication skills both written and verbal
Ability to travel up to 20
We encourage you to apply
We 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 process
All 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 at your earliest convenience. Applications are assessed on a continuous basis so dont wait to send yours.
On a time crunch
Feel free to only submit your uptodate CV including a few sentences outlining your motivation for applying quick and easy.
Join us in bringing people closer
GN 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 reallife 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.
#LIJabra
Employment Type
Full-Time
