Jabra Support Engineer, Tier 3

As a Tier 3 Jabra Support Engineer in the Global Customer Experience team, you will manage escalated tickets, solving or maturing them for further escalation. The team is focused on delivering excellent customer support and developing team members' skills. The role requires technical expertise in audio and video technology, industry-leading UC and meeting room applications, and excellent communication and problem-solving skills.

Requirements

• Resolve technical issues escalated by lower tiers of the support ladder
• Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
• Drive and own tickets escalated from lower tiers, acting as ticket owner and point of contact for customers/stakeholders
• Conduct onsite support as needed for partners and customers
• Responsible for all escalated tickets originating from Japan
• Propose and communicate findings to the Global Customer Experience Knowledge & Learning team to update the Support Knowledge Base and online content
• Provide training to Tier 1 Support Specialists and select partners