Audio and Video Technology Specialist
3 hours ago
GN brings people closer through our innovative audio, video, and gaming solutions.
We deliver technology that enhances the senses of hearing and sight.
Role OverviewThis role offers an attractive estimated salary of $85,000 - $110,000 per annum.
The Audio and Video Technology Specialist 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: The specialist will resolve technical issues escalated by Tier 1 Support using their expertise in audio and video technology.
- Reproduce and Resolve Issues: They will reproduce and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable.
- Maintain Technical Expertise: The specialist will maintain a high level of technical expertise in audio and video technology and associated IT infrastructure.
- Stay Up-to-Date: They will keep up-to-date with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom Rooms.
- Drive and Own Tickets: The specialist 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.
- Follow Escalation Process: They will ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder.
- Propose and Communicate Findings: The specialist will propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content.
- Provide Training: They will provide training to Tier 1 Support Specialists.
- High Standard of Integrity: The candidate must have a high standard of personal integrity & professionalism.
- Education: A Bachelor's degree in a related field or combination of relevant education and experience is required.
- Experience: 3–5 years in a similar role is preferred.
- Familiarity with Test Processes: The candidate should be familiar with test processes and methodologies.
- Microsoft Office Suite: Proficiency with Microsoft Office suite (Teams, Word, Excel, OneNote) is essential.
- Excellent Communication Skills: Excellent organizational, time management, communication, and presentation skills are required.
- Problem-Solving Skills: Good problem-solving and fault isolation skillset, a clear understanding of logic-based testing.
- Knowledge of Modern Technologies: 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.
- Product Knowledge: 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.
- Analytical and Influencing Skills: Great analytical and influencing skills are necessary.
- Business Acumen: Ability to assist in building and supporting business cases.
- Language Skills: Fluent in English, additional languages are highly desirable.
- Communication Skills: Excellent communication skills, both written and verbal.
- Travel Requirements: Ability to travel up to 20%.
At GN Group, we offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.
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