Application Support Specialist

Application Support Specialist - Digital Experience Hearing, Group IT

As an experienced Application Support Specialist in Digital Experience Hearing, you will be a first line support for our eCommerce solutions and websites providing worldwide best-class digital experiences to support GN hearing aid division.

You will join a team of highly qualified colleagues and apply your skills in defining, building, and maintaining modern online services.

As an Application Support Specialist, your main responsibility will be to provide technical assistance and support to our customers and internal stakeholders.

The Team you will be part of

Positioned in our office in Warsaw, you will be part of Digital Experience Hearing, alongside our solution architect, developers, product owners, test engineers and scrum masters. Our department, spread across more locations, primarily Poland and Denmark, is at the forefront of crafting premium partner portals, web and e-commerce solutions that cater to our customers, internal sales, and marketing teams.

Group IT supports the entire GN Group, ensuring seamless management and evolution of our IT infrastructure. This is integral to our commitment to leading the technological shift in intelligent audio solutions.

Your contribution is appreciated, and you will:

• Analyze and triage of incoming tickets
• Provide 1st line application support by solving reported issues
• Escalate to 2nd line support in case when a complex issue has been reported
• Contact customers to collect information needed to understand an issue
• Respond to reported errors in a reliable and understandable way
• Cooperate with other support specialists and developers
• Participate in the development and implementation of technical support processes and procedures to improve efficiency and customer satisfaction
• Contribute to the creation and maintenance of knowledge base articles and support documentation to facilitate self-service and improve support efficiency

To succeed in the role, we imagine that you have:

• A bachelor’s degree or equivalent in a technically related field (i.e., computer science, engineering, IT, etc.)
• Experience in 1st line application support area and/or related to software development / testing
• Proactive and customer focus approach to analyze and solve issues in effective and organized way
• Solid communication skills (mainly proficiency in English, speaking and writing) are necessary to clearly and effectively share complex information with tech peers and business stakeholders in a cross-cultural environment
• Self-motivation and proactivity, excellent problem-solving skills, inquiring mind, interest in exploring new approaches, technologies and tools
• Strong agile mindset with experience working with Scrum or other agile frameworks

Knowledge of these is an advantage:

• 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

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we gladly receive your application if you think you have transferrable skills. We highly value the right mindset; motivation and energy and we believe that the right personal competencies are highly important for creating success.

We are dedicated to an inclusive recruitment process and all applicants will receive equal consideration for employment.

Join us in bringing people closer

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance 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.