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 offer. In 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
- Bachelor’s 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 don’t 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 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.
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
