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Support Specialist
3 months ago
Hej, (that's 'hi' in Danish). We're Jabra.
We've engineered technology for the last 150 years that makes life look and sound better than ever. Whether you're running a million-dollar project from your kitchen. Or running your first 5k in the park.
Pitching over video from Toronto to Tokyo. Or getting lost in your music. Whatever you've got going on, we've got you.
Jabra. Technology for life's new rhythm. As part of the Product Support Team, the Support Specialist will deliver customer-focused technical support for products via phone, email and chat. The Support Specialist works in an environment of continuous improvement to capture and resolve tier 2 customer challenges, questions, and suggestions. They will empower our customers to maximize the use of our products through education and awareness.
- This position is 100% remote and US based
PRIMARY RESPONSIBILITIES: (these tasks include but are not limited to)
· To provide Tier 2 technical support and solutions to customers via phone calls, emails, and possibly live chat
· To educate customers on website tools and resources
· To document all customer contact information, customer requests, and support issues in ticketing system
· To demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation
· To work as a team to deliver exceptional Customer Experiences in each support interaction
· To develop strong relationships with customers and create Jabra brand awareness
· To determine the effectiveness of an approach and make appropriate adjustments to achieve maximum results
· To make independent, customer-focused decisions over time while on a call for an efficient Customer Experience
· To test and evaluate new products prior to release
· To be open to changes and new approaches required by the company
REQUIRED EDUCATION AND EXPERIENCE
· Experience with video conferencing, including Zoom Rooms and Microsoft Teams Rooms sought
· Experience with cellphones, apps, and Bluetooth technology preferred
· Experienced and effective in conflict resolution and relationship management
· Associate's or Bachelor's Degree preferred, or a combination of some college and relevant experience
· Minimum 2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industries
· Experience supporting B2C customers within a high contact support center
· Proficiency with Microsoft Office applications
· Excellent communication skills – both verbal and written
SKILLS AND KNOWLEDGE
· Strong customer focus and ability to deliver phenomenal Jabra customer experiences
· Ability to work with diverse customer types
· Proven ability to communicate complex technical problems in a human tone and customer friendly language
· Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers
· Desire to continually learn, adapt and work in a fun, fast-paced environment
· Independent decision-making: resourceful; good problem solving; ability to think fast while on a call with a customer; ability to balance the immediate need with the long-term picture.
Pay Transparency Notice:
Depending on your work location, the target annual salary for this position can range from $44,000.00 to $50, In addition, you may be eligible for a discretionary bonus (5% of annual salary) if you are an active employee as of fiscal year-end. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.
GN Audio/Jabra makes life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 5,000 employees. GN Audio is an EEO Employer and does not discriminate in employment on the basis of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.
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