Description

As a Technical Support Specialist, you will be responsible for managing all assigned technical escalations from Tier 2 support. This role involves owning support ticket communication with internal and external stakeholders and providing resolutions in collaboration with Development Centers and In-Market Product Quality. You will address escalated technical issues, reproduce problems, and organize necessary resources to ensure efficient task completion, all while promoting organizational learning.

Company Culture and Environment

At Jabra, we foster an inclusive and collaborative environment. Our team values a growth mindset, motivation, and energy that align with our core values, ensuring both personal and organizational development. We encourage open communication and support each other in overcoming challenges.

Career Growth and Development Opportunities

We emphasize continuous learning and development, providing opportunities to embrace new technologies and methodologies. You will receive training and mentorship, particularly when engaging with Tier 2 and Tier 1 support teams, helping you grow in your career.

Detailed Benefits and Perks
• Opportunities for professional development
• Inclusive recruitment process ensuring equal consideration for all applicants
• Supportive training environment
• Encouragement to embrace new skills and technologies

Compensation and Benefits
• Competitive salary based on experience
• Health and wellness benefits
• Paid vacation and time off
• Flexible work arrangements

Why you should apply for this position today

This is a unique opportunity to join a leading brand in communications and sound solutions, where your contributions will directly impact the technology that enhances the senses of hearing and sight. By applying for this position, you will be part of a mission-driven team dedicated to innovation and improving lives.

Skills
• Proficiency in installing and configuring software applications across various operating systems (Windows, macOS, Linux, ChromeOS)
• Experience with Webhooks, API, SDK, MongoDB, Docker, PowerShell, Intune, SSCM, Jira, Jama, and Azure
• Strong problem-solving skills and ability to work both independently and collaboratively
• Excellent communication skills with cross-functional teams and vendors
• Technical certifications in related fields
• Understanding of Audio DSP and video conferencing systems
• Familiarity with .NET Core/C# and Python programming languages
• Good analytical skills with the ability to explain complex setups

Responsibilities
• Own and resolve technical issues escalated from Tier 2 Support
• Conduct problem reproduction and resolution in coordination with Development Center and In-Market Quality teams
• Identify and organize necessary resources for task completion
• Encourage organizational learning and present findings effectively
• Build effective networks within and outside the organization
• Provide training and support to Tier 2 and Tier 1 teams
• Manage communication with stakeholders throughout the support ticket lifecycle
• Travel up to 20% when necessary

Qualifications
• A bachelor’s degree in electrical engineering, video production, or related field
• 5-10 years in a similar role
• 3-5 years of experience in software application installation and configuration
• Proven experience with defect tracking systems, test management, and software revision control
• Experience with project technical documents and project schedules
• Fluency in spoken and written English; additional languages are a plus

Education Requirements
• Bachelor’s degree in electrical engineering, video production, or a combination of education and experience

Experience Requirements
• 5-10 years in a technical support or similar role
• 3-5 years of experience with RF technology (DECT, Bluetooth)
• Experience with modern software solutions technologies

Why work in Hong Kong, Hkg

Hong Kong is a vibrant city that blends rich cultural heritage with modern innovation. It offers an exciting work environment and abundant opportunities for professional growth in the tech industry. With its diverse community, stunning skyline, and dynamic lifestyle, Hong Kong provides a unique backdrop for both personal and professional adventures.

Jabra Careers

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