Support Specialist
Lowell, MA

Job Description

POSITION SUMMARY

As part of the Product Support Team, the Product Support Specialist will assure customer focused delivery of product and technical support for audio and video products via phone, email and click to chat. Work in an environment of continuous improvement to capture and resolve tier 1 customer issues, questions and suggestions. Empower our customers to maximize the use of our products through education and awareness.

Must be able to speak and write fluently in both English and Polish.

PRIMARY RESPONSIBILITIES: (these tasks include but are not limited to)

* Provide Tier 1 technical help and solutions to customers via phone calls and emails.
* Troubleshoot product compatibility inquiries.
* Educate customers on Web Site tools and resources.
* Document all customer contact information, technical issues and requests in systems.
* Deliver exceptional Customer Experience in each support interaction.
* Ensure 80+% 1st call resolution for customer interactions.
* Lead resolution of cases escalated by stakeholders.
* Work with internal customers to provide technical support.
* Capture product quality data to support quality investigations.
* Participate in Projects as required.
* Test & evaluate new products prior to release.

EDUCATION AND EXPERIENCE


* Some college or a relevant combination of experience and education
* 1-2 years proven customer service experience, ideally in the audio and/or video, high-tech or consumer electronics industries
* Experience with cellphones, apps, Bluetooth technology, and video technology, a plus
* Ability to effectively communicate technical information to non-technical audience
* Ability to work with diverse customer types
* Experienced and effective in conflict resolution and relationship management
* Proficiency with Microsoft Office applications
* Excellent communication skills both verbal and written

SKILLS AND KNOWLEDGE

* Results oriented
* Self-starter
* Energetic
* Entrepreneurial individual placing primary focus on the departmental goals and objectives
* Has a clear defined vision of the future and understands where the business is headed
* Proficient in Microsoft applications
* Works well with others in a team oriented environment
* Creative, logical, analytical person willing to try new approaches required by the company and the marketplace
* Capable of determining the effectiveness of an approach and able to make the appropriate adjustment to achieve maximum results
* 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 big/ longer term picture.
* Customer Focused: Ability to develop strong relationships with customers and create Jabra brand awareness

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. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. 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 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.