Support Specialist

Jabra Hearing; India; On-site; INR 300,000 - 600,000; Full time

Job summary

Jabra Hearing is seeking a Tier 1 technical support professional to assist customers via phone and email. You will troubleshoot compatibility inquiries and document issues to enable swift resolutions, aiming for high first-contact resolution and excellent customer experience.

Ideal candidates have 1–2 years in customer service (telecom/high-tech preferred), strong communication skills, and the ability to handle diverse customer types while using Microsoft Office tools.

Qualifications

• Some college or a relevant combination of experience and education.
• 1-2 years proven customer service experience, ideally in telecom/high-tech/consumer electronics.
• Effective communication of technical information to non-technical audiences.
• Ability to work with diverse customer types.

Responsibilities

• Provide Tier 1 technical help and solutions to customers via phone and email.
• 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+% first contact resolution for customer interactions.
• Work with internal and external customers to provide technical support.
• Capture product quality data to support quality investigations.

Skills

Customer service

Technical communication

Conflict resolution

Verbal and written communication

Team player

Self-starter

Problem solving

Customer-focused

Mobile/telephony knowledge

Education

Some college

Tools

Microsoft Office

Job description

Job Description:

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

• Provide Tier 1 technical help and solutions tocustomers via phone calls and emails.
• Deliver exceptional Customer Experience in each supportinteraction.
• Troubleshoot product compatibility inquiries.
• Document all customer contact information, technicalissues and requests in systems.
• Ensure 80+% 1st call resolution for customerinteractions.
• Work with internal and external customers to provide technicalsupport.
• 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 thetelecom, high-tech or consumer electronics industries
• Telephony (hardline, softphone, or mobile phone) experience a plus!
• Ability to effectively communicate technicalinformation to non-technical audience
• Ability to work with diverse customer types
• Experienced and effective in conflict resolution andrelationship management
• Proficiency with Microsoft Office applications
• Excellent communication skills – both verbal andwritten

SKILLS AND KNOWLEDGE

• Results oriented
• Self-starter
• Energetic
• Entrepreneurial individual placing primary focus on thedepartmental goals and objectives
• Has a clear defined vision of the future andunderstands 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 newapproaches required by the company and the marketplace
• Capable of determining the effectiveness of an approachand able to make the appropriate adjustment to achieve maximum results
• Independent decision-making: resourceful; good problem solving;ability to think fastwhile on a call with a customer; ability tobalance the immediate need with the big/ longer term picture.
• Customer Focused: Ability to develop strong relationshipswith customers and create Jabra brand awareness

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.GNAudio 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.

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Requirements: