Support Specialist

GN Group; Delhi; On-site; INR 300,000 - 540,000; Full time

Job summary

GN Audio/Jabra in India seeks a proactive Tier 1 support specialist to provide technical assistance to customers via phone and email, ensuring clear communication and quick resolutions. You will document issues, strive for high first-contact resolution, and collaborate with internal teams to deliver reliable solutions while maintaining exceptional customer experience.

The role requires strong communication, problem-solving, and the ability to handle diverse customer types; familiarity with

Qualifications

• Some college or relevant combination of experience and education.
• 1–2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industries.
• Telephony (hardline, softphone, or mobile phone) experience 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.

Responsibilities

• Provide Tier 1 technical help and solutions to customers via phone calls and emails.
• Deliver exceptional Customer Experience in each support interaction.
• Troubleshoot product compatibility inquiries.
• Document all customer contact information, technical issues and requests in systems.
• Ensure 80+% 1st call resolution for customer interactions.
• Work with internal and external customers to provide technical support.
• Capture product quality data to support quality investigations.

Skills

Results oriented

Self-starter

Energetic

Entrepreneurial

Team player

Creative

Analytical

Independent decision-making

Customer focus

MS Office

Education

Some college or relevant combination of experience and education

Tools

Microsoft Office

Job description

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

• Provide Tier 1 technical help and solutions to customers via phone calls and emails.
• Deliver exceptional Customer Experience in each support interaction.
• Troubleshoot product compatibility inquiries.
• Document all customer contact information, technical issues and requests in systems.
• Ensure 80+% 1st call resolution for customer interactions.
• Work with internal and external customers to provide technical support.
• Capture product quality data to support quality investigations.

REQUIRED EDUCATION AND EXPERIENCE

• Some college or a relevant combination of experience and education
• 1-2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industries
• Telephony (hardline, softphone, or mobile phone) experience 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

Equal Opportunity Employer GN Audio/Jabra

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.

#LI-Jabra GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight.

We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

GN was founded more than 150 years ago with a vision to connect the world.

Today, inspired by our strong heritage, GN touches more lives than ever with the broadest portfolio of products and services in our history – fostering a sense of community, openness, and understanding.

By listening to customers and combining our unique expertise in the human ear, audio, video, and speech, wireless technologies, software, and miniaturization, we transform what it takes to bring people closer to what is important to them.

The GN-owned brands that are responsible for bringing these technologies to life: Medical grade hearing technology: ReSound, Beltone, Interton, Jabra Professional collaboration: Jabra, BlueParrott, FalCom Gaming, calls and media: SteelSeries, Jabra Founded in 1869, the GN Group employs 7,000 people and is listed on Nasdaq Copenhagen (GN.CO). GN’s solutions are sold in around 100 countries across the world.

If you would like to learn more about us, visit our homepage gn.com or click on our different brands. You can also connect with us on LinkedIn, Facebook and Twitter.