Jabra Support Engineer, Tier 3

Tokyo - Japan

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Description:

In the role as a Tier 3 Jabra Support Engineer in Jabra Global Customer Experience (GCX) you will contribute to our purpose of Bringing People Closer. You will manage escalated tickets solving them or maturing them for further escalation.

The team you will be part of:

Global Customer Experience (GCX) Support Engineers are SMEs for all Jabra-supported devices and software. The team supports customers every day in experiencing the best Jabra has to addition the team takes an active role in developing others in our support ladder by providing structured training ticket reviews and Ask the Engineer sessions.

Internally the team is highly focused on learning from one another and growing together. We hold each other to the highest standards of product knowledge and customer support. We are driven engaging Jabra advocates who act with urgency regardless of the customer or problem size.

Your contribution is appreciated and you will:

Resolve technical issues escalated by lower tiers of the support ladder
Reproduce and resolve as many issues as possible and conduct sparring with colleagues when applicable
Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
Maintain awareness and knowledge of industry-leading UC and meeting room applications such as Microsoft Teams Rooms and Zoom Rooms
Drive and own tickets escalated from lower tiers acting as ticket owner and point of contact for customers/stakeholders.
Will conduct onsite support as needed for partners and customers.
Responsible for all escalated tickets originating from Japan.
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 team to update the Support Knowledge Base and online content
Provide training to Tier 1 Support Specialists and select partners

To perform well in the role we imagine that you:

High standard of personal integrity & professionalism
Bachelors degree (minimum) in a related field or combination of relevant education and experience
Significant experience in a similar role
Familiar with test processes and methodologies a strong understanding of fault isolation
Proficient with Microsoft Office suite (Teams Word Excel OneNote)
Excellent organizational time management communication and presentation skills
Ability to lead meetings present to an audience and conduct solution training.
Excellent 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.
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 implementation
Experience with similar products and solutions such as DECT and Bluetooth RF technology. Previous experience with Jabra products not required but a plus!
The capability to explain complex setups and solutions to a variety of audiences ranging in technical knowledge
Strong analytical and influencing skills
Adept as communicating across different departments and levels of internal stakeholders including various levels of management
Ability to assist in building and supporting business cases
Native Japanese speaker with fluency in English
Excellent communication skills both written and verbal
Ability to travel up to 30%

We encourage you to apply

Even if you dont match all the above-mentioned skills we welcome your application if you think you have transferrable skills. We highly value a mindset and motivation that align with our core values to not only ensure growth for you but for your team and the wider GN organization as well.

We are focused on 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 know upon accepting invitation to interview.

How to apply

Use the APPLY. Applications are assessed on a continuous basis so dont 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.

Join us in bringing people closer

GN brings people closer through our advanced 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 problems improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiasts.

We hope you will join us on this journey and look forward to receiving your application.

#LI-Jabra

Required Experience:

Job Description:In the role as a Tier 3 Jabra Support Engineer in Jabra Global Customer Experience (GCX) you will contribute to our purpose of Bringing People Closer. You will manage escalated tickets solving them or maturing them for further escalation.The team you will be part of:Global Customer E...