Technical Support Specialist

3 weeks ago

Ballerup, Ballerup Kommune, Denmark GN Store Nord AS Full time
Job Title: Support Specialist

We're Jabra, a company that makes life sound better by developing intelligent sound solutions. We're looking for a Support Specialist to join our team.

About the Role

The Support Specialist will be responsible for delivering customer-focused technical support for our products via phone, email, and chat. This role requires strong communication skills, empathy, and patience to ensure the best possible outcome for our customers.

Key Responsibilities
  1. Provide Tier 2 technical support and solutions to customers via phone calls, emails, and live chat.
  2. Educate customers on website tools and resources.
  3. Document all customer contact information, customer requests, and support issues in the ticketing system.
  4. Demonstrate empathy, patience, and responsible judgment with every customer to ensure the best and most appropriate outcome based on each situation.
  5. Work as a team to deliver exceptional Customer Experiences in each support interaction.
  6. Develop strong relationships with customers and create Jabra brand awareness.
  7. Determine the effectiveness of an approach and make appropriate adjustments to achieve maximum results.
  8. Make independent, customer-focused decisions over time while on a call for an efficient Customer Experience.
  9. Test and evaluate new products prior to release.
  10. Be open to changes and new approaches required by the company.
Requirements
  1. Experience with video conferencing, including Zoom Rooms and Microsoft Teams Rooms sought.
  2. Experience with cellphones, apps, and Bluetooth technology preferred.
  3. Experienced and effective in conflict resolution and relationship management.
  4. Associate's or Bachelor's Degree preferred, or a combination of some college and relevant experience.
  5. Minimum 2 years proven customer service experience, ideally in the telecom, high-tech, or consumer electronics industries.
  6. Experience supporting B2C customers within a high contact support center.
  7. Proficiency with Microsoft Office applications.
  8. Excellent communication skills – both verbal and written.
Skills and Knowledge
  1. Strong customer focus and ability to deliver phenomenal Jabra customer experiences.
  2. Ability to work with diverse customer types.
  3. Proven ability to communicate complex technical problems in a human tone and customer-friendly language.
  4. Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers.
  5. Desire to continually learn, adapt and work in a fun, fast-paced environment.
  6. 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 $58,000.00. 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.

Equal Opportunity Employer

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. 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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