Technical Support Specialist

4 tygodni temu

Warszawa, Mazovia, Polska GN Group Pełny etat

Technical Support Specialist

As a Technical Support Specialist at GN Group, you will be responsible for providing first-line technical support for our eCommerce solutions and websites. Your primary goal will be to deliver exceptional customer experiences by resolving technical issues efficiently and effectively.

About the Role

You will be part of our Digital Experience Hearing team, working closely with our solution architect, developers, product owners, test engineers, and scrum masters. Our team is dedicated to crafting premium partner portals, web, and e-commerce solutions that cater to our customers, internal sales, and marketing teams.

Your Key Responsibilities

  • Analyze and triage incoming tickets to ensure timely resolution
  • Provide first-line technical support by solving reported issues
  • Evaluate and escalate complex issues to second-line support when necessary
  • Communicate with customers to collect necessary information for issue resolution
  • Respond to reported errors in a clear and understandable manner
  • Collaborate with other support specialists and developers to resolve issues
  • Contribute to the development and implementation of technical support processes and procedures to enhance efficiency and customer satisfaction
  • Assist in creating and maintaining knowledge base articles and support documentation to facilitate self-service and improve support efficiency

Requirements

  • Bachelor's degree or equivalent in a technically related field (computer science, engineering, IT, etc.)
  • Experience in first-line technical support or related fields such as software development or testing
  • Proactive and customer-focused approach to analyze and solve issues effectively and efficiently
  • Strong communication skills, with proficiency in English (speaking and writing), to share complex information with technical peers and business stakeholders in a cross-cultural environment
  • Self-motivation, proactivity, excellent problem-solving skills, inquiring mind, and interest in exploring new approaches, technologies, and tools
  • Strong agile mindset with experience working with Scrum or other agile frameworks

Desirable Skills

  • CRM and CMS tools
  • Database management (SQL and RDBMS)
  • ServiceNow
  • Software Development Life Cycle (SDLC)
  • Programming languages (C#, .Net technologies, Javascript, CSS, MVC, HTML)
  • Understanding of data representations (JSON, XML)
  • Data integrations using WEB API and other third-party platforms and applications
  • Understanding of coding repositories like Git, SourceSafe

About GN Group

GN Group brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhances the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

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