Jabra Support Engineer, Tier 2
4 weeks ago
We are seeking a highly skilled Technical Support Specialist to join our Jabra Support Team. As a Technical Support Specialist, 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.
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
- Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as 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
- High standard of personal integrity & professionalism
- Bachelor's degree in a related field or combination of relevant education and experience
- 3–5 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 lead meetings, present to an audience, and conduct solution training
- Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing
- 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 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
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Fluent in English, additional languages a plus
- Ability to travel up to 20%
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