Jabra Support Engineer, Tier 2

4 weeks ago


Lowell, Massachusetts, United States JABRA Corporation Full time
Job Summary

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
Requirements
  • 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
Preferred Qualifications
  • 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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