Consumer Tech Support Spec.

ReSound•Shakopee, MN

2d•$22 - $24•Remote

About The Position

The Customer Technical Support (CTS) Representative provides phone-based technical support to consumers, primarily assisting with connectivity between hearing devices and mobile applications. This fully remote role requires strong technical aptitude, effective communication skills, and the ability to work independently in a self-guided environment. The position involves a high volume of calls and emails and plays a key role in delivering a positive customer experience through efficient troubleshooting and support.

Requirements

Education with a 2 - 4 Years degree or 3 - 5 years of relevant experience

Nice To Haves

Some leadership experience preferred but not required

Responsibilities

Typically reports to the Customer Service Team Lead or Customer Service Manager
Under broad direction and some supervision executes day-day operational activities in defined area(s), processes and procedures key to business delivery and customer satisfaction ambitions, such as order entry, order management, customer calls or technical support
Acts as a liaison between sales and customers
Executes service level improvement as directed by direct manager
On-boarding of new hires
Provide training to new and current team members on systems, processes, and product as assigned by Manager/Supervisor
Monitoring and scoring of team member interactions with customers
Continuous coaching of all team members
Work with Supervisor to assist with setting of tone and direction of team
Serve as technical resource for other team members
In Supervisor’s absence provide point of contact for team members to answer questions and resolve issues if applicable