Audio Support Specialist
6 days ago
GN Group brings people closer through our innovative audio and video solutions. We empower individuals with hearing loss to overcome real-life challenges, improve communication for businesses, and provide exceptional experiences for gaming enthusiasts.
Job Title: Audio Support Specialist - Technical ExpertSalary Range:
We offer a competitive salary range of $75,000-$90,000 per annum, depending on your experience and qualifications.
About the Role
As an Audio Support Specialist - Technical Expert at GN Group, you will be responsible for resolving complex technical issues escalated from Tier 1 support. You will consult with the Tier 3 support team on tickets and escalate those tickets to Tier 3 when necessary. While the ticket resides in Tier 2, you will own all communication with internal and external stakeholders.
You will maintain a high level of technical expertise in audio and video technology and associated IT infrastructure. This includes keeping up-to-date with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom Rooms.
You will 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. You will ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder.
You will also propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content. Additionally, you will 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 oversee meetings, present to an audience, and conduct solution training
- Good 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
- 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology
- The capability to explain complex setups and solutions
- Great analytical and influencing skills
- Ability to assist in building and supporting business cases
- Fluent in English, additional languages are highly desirable
- Excellent communication skills, both written and verbal
- Ability to travel up to 20%
Why Join Us?
We value a mindset, motivation, and energy that aligns with our core values. This ensures growth not only for you but for your team and the wider GN organization as well.
We are committed to an inclusive recruitment process. All applicants will receive equal consideration for employment. We encourage you to submit your CV without a photo to ensure an equal and fair application process.
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