In the role as Jabra Support Engineer in Global Customer Experience you will contribute to our purpose of Bringing People Closer. You will manage escalated tickets, solving them or maturing them for further escalation; all while maintaining the highest standard of being a Customer Geek.
The team you will be part of:
Global Customer Experience (GCX) Tier 2 Support Team are SMEs for all Jabra-branded devices and software. The team supports customers every day in experiencing the best Jabra has to offer. Furthermore, the team plays a significant part in the development of our Tier 1 Support Team through organized training, ticket analysis, and “Ask the Engineer” sessions.
Internally, the team is highly focused on learning from one another and growing together. We hold each other to the highest standards of product knowledge and customer support. We are proactive Jabra ambassadors who take immediate action, no matter the size of the customer's concern or the intricacy of the problem.
As Jabra Support Engineer you will report to the Manager for Jabra Tier 2 support.




Your contribution is appreciated, and you will:
· Resolve technical issues escalated by Tier 1 Support
· Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
· Ensure a thorough grasp of audio and video systems and their IT foundations
· Stay updated on advanced unified communication and meeting room tools, including Microsoft Teams Rooms and Zoom Rooms
· Manage and oversee the tickets that are escalated to Tier 2, serving as the ticket owner and liaison for customers and stakeholders while the ticket is in Tier 2
· Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
· Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
· Provide training to Tier 1 Support Specialists
To perform well

📌 Jabra Support Engineer, Tier 2 (Delhi)
🏢 GN Group
📍 Delhi