Support and Services Specialist

- To provide Tier 1 technical support and solutions to customers via phone calls, emails, and possibly live chat

- To educate customers on website tools and resources

- To document all customer contact information, customer requests, and support issues in ticketing system

- To demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation

- To work as a team to deliver exceptional Customer Experiences in each support interaction

- To develop strong relationships with customers and create Jabra brand awareness

- To determine the effectiveness of an approach and make appropriate adjustments to achieve maximum results

- To make independent, customer-focused decisions over time while on a call for an efficient Customer Experience

- To test and evaluate new products and software prior to release

- To be open to changes and new approaches required by the company

The following are the minimum requirements:

Education requirements:

- Bachelor’s in information technology or relevant diploma

Professional requirements/experience:

- 4+ years’ Experience as a Customer Support Specialist or similar role, ideally in the telecom, high-tech or consumer electronics industries

- Experience supporting B2C customers within a high contact support center

- Experience with different brand cellphones, apps, and Bluetooth technology

- Experienced and effective in conflict resolution and relationship management

- Proficiency with Microsoft Office applications

- Experience with CRM systems

- Excellent communication skills – both verbal and written in English and Hindi

Personal characteristics:

- Excellent Communication Skills

- Strong customer focus and ability to deliver phenomenal Jabra customer experiences

- Ability to work with diverse customer types

- Proven ability to communicate complex technical problems in a human tone and customer friendly language

- Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers

- Desire to continually learn, adapt and work in a fun, fast-paced environment

- 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.