Platform & Automation Consultant, Customer Support & Zendesk – Maternity cover

Platform & Automation Consultant, Customer Support & Zendesk – Maternity cover

Join the world’s oldest start-up and turn up the volume on your career

At GN Audio, we seek to continuously lead major technology shifts with intelligent audio solutions and provide professionals and consumers around the world with truly innovative headsets and speakerphones.

Our Support and Services team play a vital role in the overall Jabra Customer Experience. With our exponential growth in recent years the team has been adapting to the increased amount of customer interactions that our 1st line supporters experience. This requires a bigger focus on smooth and scalable processes in an outstanding helpdesk - Zendesk - that enables us to work with intelligent API integrations, automation and ensure agent efficiency.

What your colleagues say about working at Jabra:

“We are an international team with the manager in Denmark and team members in EU, UK and US. We work with understanding the dynamics and processes that our customers go through when looking to increase the value of their Jabra product.

We love data and work thoughtfully with all the queries and feedback from our platform users. Our new colleague will most likely have the same engagement and passion for tech & improved customer and agent experience as we do, while contributing to the team spirit across borders.”

– Anca Modoran, Senior Manager Platform & Automation

What will you be doing?

You will help building and developing the next generation of our Helpdesk Software, Zendesk.

To achieve this, you will:

• Assist with creating and optimizing processes and setup which secure agent centric and customer centric solutions

• Develop platform and integrations for diverse AI solutions

• Optimize existing support channels and implement and enable new channels in the support ecosystem

• Adjust channel orchestration strategy based on customer personas

• Develop and supervise automated workflows which deflect ticket volume and reduce ticket handling time

• Improve documentation on platform and processes in the internal Knowledge Base

• Drive platform and process user training for platform users

• Drive governance cycle with Jabra Support teams to capture, define and prioritize requirements and change requests

Sound good so far? Here’s what you’ll need to succeed:

We imagine that there are several ways to succeed in the role, but your background and experience might include:

• A relevant master's degree

• Prior experience working with Zendesk as an admin

• Strong IT understanding with preferred knowledge of API integrations

No matter which background you have, we hope you will be as enthusiastic as we are about customer support and smooth processes. We also hope that you will enjoy interacting with our many colleagues globally and enjoy a culturally diverse team.

Think you’ve got what it takes? Apply now.

To apply, use the ‘APPLY’ link no later than April 5, 2023. Applications are assessed on a continuous basis and we encourage you to send your application as soon as possible. We hope to conduct interviews during March and April and hope to have a new colleague by latest May 2023.

If you want to know more about the position, you are welcome to connect with Manager Anca Modoran on LinkedIn.

The Jabra culture

The Jabra culture is upbeat and positive. We greet every day with energy and enthusiasm, bringing our best selves and approaching problem-solving and challenges with a ‘glass half full’ attitude. We’re independent, but we also know when two heads are better than one. Our leaders are encouraging, our teams are tight-knit, and we believe in the power of collaboration across every level of our organization.

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