Audiology Tech Support Supervisor

Demant

11d•Remote

About The Position

The Audiology Technical Support Supervisors are the first level of the Audiology Technical Support Leadership team. Their primary focus is being the initial point of contact for escalations as well as mentoring their team members to achieve individual and team KPIs. Audiology Technical Support Supervisors provide leadership to the team and work with Senior Representatives to coach and provide feedback to the front-line agents. The overall goal of the Audiology Technical Support team is to provide best-in-class service and support in all interactions with hearing care professionals to promote business growth and development. This is a remote position. Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 – 2 years clinical/field experience in audiological evaluations and hearing aid dispensing.

Requirements

Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 – 2 years clinical/field experience in audiological evaluations and hearing aid dispensing.
Must have strong technical foundation in hearing aids
Proven history of delivering a best-in-class quality experience
Minimum of 2 years of audiology experience in a leadership role
Experience in the de-escalation of challenging customer phone calls
Teamwork, flexibility, reliability, and strong mentoring skills are required
Pleasant, friendly, professional manner, with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills
Strong interpersonal, team building, and leadership skills
Proven experience facilitating virtual/remote training sessions
Experience working in a fast-paced environment with proven ability to prioritize and multitask
Experience working with and supervising a large group
Requires a positive attitude, ability to work independently or as part of a team and have a genuine interest in people and desire to help.
Attention to detail and excellent follow up skills
Experience with quality assurance and auditing calls to identify performance improvement
Proven history of problem-solving, thinking outside the box, and being able to identify issues or trends
Ability to adapt quickly to changing business needs and processes
Able to successfully manage projects
Proficient in working with Microsoft Office
Must have minimum high internet speed of 50 mbps (hard wired with Cat 5 cable and router)

Responsibilities

Offers an exceptional customer experience in every interaction
Provides excellent Audiology Technical Support call center coverage on a regular basis to maintain technical skill set
Assists Audiology Technical Support Manager with staffing, scheduling, reviewing and monitoring PTO plan, skill development, supervision and coordination of all Audiology Technical Support agents
Provides customer follow-up by phone, e-mail, or letter to ensure customer satisfaction.
Ensures adequate phone coverage for the call center by monitoring the call flow and queues and assists in answering calls as needed.
Reports any phone or IT issues promptly and assists the Audiology Technical Support Manager with all audiology technical support related issues when the Audiology Technical Support Manager is unavailable.
Assists Audiology Technical Support Manager in reviewing and updating current procedures, policies, and standards.
Evaluates Audiology Technical Support agent phone calls to identify training and quality issues, and provides supervised observation/coaching as needed.
Assists with investigating and following up with customers on their complaints from start to finish, and in a timely and accurate manner.
Promotes a positive work environment and excellent teamwork to ensure efficiency and accuracy of work.
Runs call center reports listing agent statistics and team data, and addresses performance/compliance issues when necessary. Information is shared with the Audiology Technical Support Manager.
Leads and directs in a manner which inspires employees and produces desired business outcomes
Conducts regular 1 x 1 meetings with agents, and Mid-Year and Year-End Performance reviews
Works effectively with other managers and supervisors to create maximum coordination and cooperation within the company
Provides feedback to the Audiology Technical Support Manager to identify call trends and possible product issues for new product launches and existing products in market
May perform miscellaneous tasks/projects as directed by the Audiology Technical Support Manager

Benefits

Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts