JABRA Corporation
Support Specialist (Remote)
JABRA Corporation, Lowell, Massachusetts, United States, 01856
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.
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 chatTo educate customers on website tools and resourcesTo document all customer contact information, customer requests, and support issues in ticketing systemTo demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situationTo work as a team to deliver exceptional Customer Experiences in each support interactionTo develop strong relationships with customers and create Jabra brand awarenessTo determine the effectiveness of an approach and make appropriate adjustments to achieve maximum resultsTo make independent, customer-focused decisions over time while on a call for an efficient Customer ExperienceTo test and evaluate new products prior to releaseTo be open to changes and new approaches required by the companyREQUIRED
EDUCATION AND EXPERIENCE
Verbal / Written fluency in Brazilian -
Portuguese is a requirement.
Similar fluency in Spanish is a plus, but not required.Experience with video conferencing, including Zoom Rooms and Microsoft Teams Rooms soughtExperience with cellphones, apps, and Bluetooth technology preferredExperienced and effective in conflict resolution and relationship managementAssociate's or Bachelor's Degree preferred, or a combination of some college and relevant experienceMinimum 2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industriesExperience supporting B2C customers within a high contact support centerProficiency with Microsoft Office applicationsExcellent communication skills - both verbal and writtenSKILLS AND KNOWLEDGE
Strong customer focus and ability to deliver phenomenal Jabra customer experiencesAbility to work with diverse customer typesProven ability to communicate complex technical problems in a human tone and customer friendly languageStrong interpersonal skills required to function both in a team environment and to build relationships with our valued customersDesire to continually learn, adapt and work in a fun, fast-paced environmentIndependent 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 long-term picture.
Pay Transparency Notice:
Depending on your work location, the target annual salary for this position can range from $44,000.00 to $58,000.00. In addition, you may be eligible for a discretionary bonus (5% of annual salary) if you are an active employee as of fiscal year-end. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.
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 is 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.
Equal Opportunity Employer
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 6,000 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.
View The EEO is the Law poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
E-Verify
GN Audio / Jabra participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.
Disability Accommodation
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
#LI-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.
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 chatTo educate customers on website tools and resourcesTo document all customer contact information, customer requests, and support issues in ticketing systemTo demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situationTo work as a team to deliver exceptional Customer Experiences in each support interactionTo develop strong relationships with customers and create Jabra brand awarenessTo determine the effectiveness of an approach and make appropriate adjustments to achieve maximum resultsTo make independent, customer-focused decisions over time while on a call for an efficient Customer ExperienceTo test and evaluate new products prior to releaseTo be open to changes and new approaches required by the companyREQUIRED
EDUCATION AND EXPERIENCE
Verbal / Written fluency in Brazilian -
Portuguese is a requirement.
Similar fluency in Spanish is a plus, but not required.Experience with video conferencing, including Zoom Rooms and Microsoft Teams Rooms soughtExperience with cellphones, apps, and Bluetooth technology preferredExperienced and effective in conflict resolution and relationship managementAssociate's or Bachelor's Degree preferred, or a combination of some college and relevant experienceMinimum 2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industriesExperience supporting B2C customers within a high contact support centerProficiency with Microsoft Office applicationsExcellent communication skills - both verbal and writtenSKILLS AND KNOWLEDGE
Strong customer focus and ability to deliver phenomenal Jabra customer experiencesAbility to work with diverse customer typesProven ability to communicate complex technical problems in a human tone and customer friendly languageStrong interpersonal skills required to function both in a team environment and to build relationships with our valued customersDesire to continually learn, adapt and work in a fun, fast-paced environmentIndependent 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 long-term picture.
Pay Transparency Notice:
Depending on your work location, the target annual salary for this position can range from $44,000.00 to $58,000.00. In addition, you may be eligible for a discretionary bonus (5% of annual salary) if you are an active employee as of fiscal year-end. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.
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 is 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.
Equal Opportunity Employer
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 6,000 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.
View The EEO is the Law poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
E-Verify
GN Audio / Jabra participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.
Disability Accommodation
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
#LI-Jabra