Advanced Technical Support Specialist for Audio and Video Solutions

1 month ago

Ballerup, Ballerup Kommune, Denmark GN Group Full time

Company Overview

GN Group is a leading provider of intelligent hearing, audio, video, and gaming solutions. Our mission is to enhance the senses of hearing and sight, enabling people with hearing loss to overcome real-life challenges.

Job Description

We are seeking an experienced Advanced Technical Support Specialist to join our team in resolving technical escalations from Tier 1 support. As a key member of our support team, you will consult with Tier 3 support colleagues on tickets, reproduce and resolve issues, and maintain a high level of technical expertise in audio and video technology.

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
  • Keep up-to-date with prominent applications for Unified Communications and meeting spaces like 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

Salary

$80,000 - $110,000 per annum, depending on location and experience

Required Skills and Qualifications

  • 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, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
  • 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%

Benefits

  • Competitive salary and bonus structure
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Flexible working hours and remote work options

How to Apply

To apply for this exciting opportunity, please submit your CV and a brief cover letter outlining your motivation for applying. We look forward to receiving your application

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