Support Specialist Remote – (Weekends Only)

Support Specialist Remote – (Weekends Only)

Hej, (that’s ‘hi’ in Danish). We’re Jabra.

We’ve engineered technology for the last 150 years that makes life look and sound better than ever. Whether you’re running a million-dollar project from your kitchen. Or running your first 5k in the park.
Pitching over video from Toronto to Tokyo. Or getting lost in your music. Whatever you’ve got going on, we’ve got you.

Jabra. Technology for life’s new rhythm.

As part of the Product Support Team, the Support Specialist will deliver customer-focused technical support for products via phone, email and chat. The Support Specialist works in an environment of continuous improvement to capture and resolve tier 2 customer challenges, questions, and suggestions. They will empower our customers to maximize the use of our products through education and awareness.

Work Shift:

Friday – Monday 8:00am – 6:00pm (EST)

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

• To provide Tier 2 technical support and solutions to customers via phone calls, emails, and possibly live chat
• To educate customers on website tools and resources
• To document all customer contact information, customer requests, and support issues in ticketing system
• To demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation
• To work as a team to deliver exceptional Customer Experiences in each support interaction
• To develop strong relationships with customers and create Jabra brand awareness
• To determine the effectiveness of an approach and make appropriate adjustments to achieve maximum results
• To make independent, customer-focused decisions over time while on a call for an efficient Customer Experience
• To test and evaluate new products prior to release
• To be open to changes and new approaches required by the company

REQUIRED EDUCATION AND EXPERIENCE  

• Experience with video conferencing, including Zoom Rooms and Microsoft Teams Rooms sought
• Experience with cellphones, apps, and Bluetooth technology preferred
• Experienced and effective in conflict resolution and relationship management
• Associate’s or Bachelor’s Degree preferred, or a combination of some college and relevant experience
• Minimum 2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industries
• Experience supporting B2C customers within a high contact support center
• Proficiency with Microsoft Office applications
• Excellent communication skills – both verbal and written

SKILLS AND KNOWLEDGE  

• Strong customer focus and ability to deliver phenomenal Jabra customer experiences
• Ability to work with diverse customer types
• Proven ability …