Demant

IT Support Specialist - Consumer Electronics

Department Demant Sound
Job Locations US-CT-Old Saybrook | US-CT-Old Sybrook
Job ID
2020-7826

Overview

Overview

EPOS is part of the Demant group – a world-leading audio and hearing technology group that offers solutions and services to help people connect and communicate with the world around them. The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,000 employees, and generates an annual revenue of around DKK 14 billion.

 

Based on pioneering audio technology, we strive to unleash human potential by perfecting audio experiences and delivering innovative design and performance with all of our audio solutions.

 

More information about EPOS at http://www.eposaudio.com

 

With more than 70 years of sound excellence, we develop best-in-class gaming headsets and are recognized in the professional gaming community as one of the most credible brands around. Building on our worldwide success, we now look to realize an ambitious growth plan together with an Senior Global Support Technician for the USA.

 
Build your success with us

The Product Support Specialist’s role is to support the Level 1 team, Partners, Key accounts, Sales field’s engineers with questions about headsets/Speakerphones, Applications and video teleconferencing devices.  The Specialist owns and is responsible for day to day customer technical requests, projects, and activities such as updating the compatibility guide, knowledge creation, analyzing customer data and sharing insights, tracking issues, attending meetings, visiting customers, managing warranty returns and sharing market feedback with other departments. The GSTS is responsible for answering emails, calls, and providing expert guidance. The ideal candidate has extensive customer service skills, is highly technical and feel comfortable employing these skills in a high-volume technical environment. The GSTS addresses client concerns, complaints, and questions in a professional and friendly manner. The position requires sometimes to be available on call after working hours or weekend and travel domestic up to 15 times a year and 5 times a year overseas.

Responsibilities

You will:

Technical Services

  • Provide Technical Support to Level 1, Enterprise and Gaming customers, Sales Fields Engineers in the form of solutions, work arounds and warranty returns.
  • Onsite visits or remotely support customers to provide solutions and assistance
  • Creates high quality technical content
  • Provide 2nd level technical support to Level 1 agents.
    • Provide prompt answers to speed up solutions
    • Assist with escalations and tickets with urgent priority.
    • Responsible for Quality tickets
    • Engage with R&D through Jira to address product failure
    • Report to the Global Support Product expert if Level 1 needs training or products
  • Be the Global technical interoperability expert (Desk phone, soft phone and UC solutions)
  • Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues. Document knowledge base articles for customer and internal consumption. (video drafts and articles)
  • Diagnose, reproduce, and resolve complex technical problems while maintaining the customer informed throughout the process.
  • Provide technical support insights from current and old products to Product management.
  • Maintain strong relationships with country partners and Global Accounts in the markets served by Enterprise and Gaming Solutions.
  • Hold monthly meetings to review Support tickets.
  • Provide reports and keep customers informed about their support tickets
  • Visit customers when requested or needed.
  • Be the owner of customer’s problems, questions, and enhancement requests and drive the communication with internal stakeholders.
    • Provide information on general problems including bugs, weaknesses and improvements to relevant stakeholders in the company.
    • Act as the customers representative towards the rest of the organization
    • Be the main point of contact for customers with several support tickets.
  • Be the bridge to the rest of the organization
  • Keep Quality tools updated and synchronized (Zendesk, Jira, Quality Manual)
  • Follow proper escalation procedures to the appropriate internal teams to ensure timely resolution of unresolved issues
  • Provide reports, stats and PowerBI visualizations to the relevant stakeholders

Qualifications

  • Understanding of Sennheiser and Sennheiser Communications products and the competitive landscape preferred
  • Advanced technical knowledge of VTC and AV equipment troubleshooting techniques and testing.
  • Knowledge and experience supporting VTC Conference Room operations.
  • 2+ years practical & demonstrated experience in UC/telecommunications
  • Engineering background  or degree preferred
  • Expert knowledge in technical understanding of software applications/interfaces, audio theory, RF, DECT and Bluetooth wireless technology
  • Expert Knowledge in Networking (IP, Switches and setting up environment

Furthermore, ideal candidates possess:

  • Strong skill set and analytical aptitude, to include Hardware, Software applications and interfaces, IT Networking Knowledge, RF knowledge including strong DECT and Bluetooth knowledge
  • Testing experience
  • Data analysis using tools like Excel and Power BI.
  • Willingly accepts direction to adapt role to organization or team changes
  • Seeks opportunities to learn from others who have more experience and tenure in the organization
  • Able to organize and manage highly-detailed processes effectively
  • Excellent organizational skills as well as oral and written communication skills
  • Focus on customer satisfaction and in providing results which enforce create loyalty

 

Sennheiser Communications A/S, the joint venture between Demant A/S and Sennheiser electronic GmbH & Co. KG, has previously announced that it will evolve in new set-ups. During 2020, Enterprise Solutions and Gaming headsets will evolve as a new independent company, EPOS, under the global audio and hearing technology group Demant. Going forward, EPOS will manufacture and sell the existing Sennheiser Communications portfolio for Enterprises and Gaming co-branded as EPOS | SENNHEISER products.

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