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. While the ticket resides in Tier 2, owns all communication with internal and external stakeholders.
Key responsibilities:
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Resolve technical issues escalated by Tier 1 Support
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Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
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Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
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Keep up-to-date with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom Rooms
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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
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Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
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Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
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Provide training to Tier 1 Support Specialists
Requirements:
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High standard of personal integrity & professionalism
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Bachelor’s degree in a related field or combination of relevant education and experience
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3–5 years in a similar role
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Familiar with test processes and methodologies
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Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
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Excellent organizational, time management, communication, and presentation skills
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Ability to oversee meetings, present to an audience, and conduct solution training.
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Good problem-solving and fault isolation skillset, a clear understanding of logic-based testing.
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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.
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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
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2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.
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The capability to explain complex setups and solutions.
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Great analytical and influencing skills
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Ability to assist in building and supporting business cases
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Fluent in English, additional languages are highly desirable
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Excellent communication skills, both written and verbal
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Ability to travel up to 20%
We encourage you to apply
We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth 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. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.
Should you have any special requirements for the Interview please let the hiring manager upon accepting invitation to interview.
How to apply?
Use the ‘APPLY’ link at your earliest convenience. Applications are assessed on a continuous basis, so don’t wait to send yours.
On a time crunch?
Feel free to only submit your up-to-date CV including a few sentences outlining your motivation for applying – quick and easy.
Join us in bringing people closer
GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiast.
We hope you will join us on this journey and look forward to receiving your application.
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