Jabra Support Engineer, Tier 2

Overview

Jabra Support Engineer, Tier 2 within GN Group’s Global Customer Experience (GCX) team. You’ll manage and resolve escalated support tickets for Jabra devices and related software.

What you'll do

• Resolve technical issues escalated by Tier 1 Support.
• Reproduce and resolve issues, and spar with Tier 3 colleagues when applicable.
• Manage tickets escalated to Tier 2 as the ticket owner and liaison for customers and stakeholders.
• Ensure the escalation process is followed within the Global Customer Experience Escalation Ladder.
• Update the Support Knowledge Base and online content by proposing and communicating findings.
• Provide training to Tier 1 Support Specialists.
• Stay current on unified communication and meeting room tools such as Microsoft Teams Rooms and Zoom Rooms.

What you'll need

• Significant experience in a similar role.
• Bachelor’s degree in a related field or combination of relevant education and experience.
• Familiarity with test processes and methodologies, including fault isolation.
• Proficiency with Microsoft Office (Teams, Word, Excel, OneNote).
• Proficiency in problem-solving and fault isolation using logic-based testing.
• Experience installing and configuring headset/collaboration applications (e.g., Zoom Rooms, MTR) across Windows, macOS, Linux, ChromeOS, iOS, and Android.
• Ability to explain complex setups and solutions to audiences with varying technical knowledge.

Details

• Location: Delhi (Vikasdeep Building).
• Travel up to 20%.