Consumer Technical Support Representative

Starkey•Eden Prairie, MN

About The Position

The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help with technical issues involving hearing devices, accessories, wireless connectivity, product training, and policy clarification. The role serves external consumers through phone, email, web chat, and instant messaging, providing support with passion, purpose, and excellence while following company policies and procedures. The representative upholds the department’s values and culture through positivity and teamwork and models high-quality service. Starkey is a world leader in manufacturing and distributing advanced hearing technologies. Founded in 1967, the company is headquartered in Eden Prairie, Minnesota, has over 5,000 employees in 29 facilities across the globe, and does business in more than 100 markets worldwide.

Requirements

At least one year of experience working in a customer service environment.
Experience with Windows, iOS, and Android operating systems, and hardware knowledge and experience.
High degree of computer literacy.
Knowledge of Windows OS, Microsoft Office, Microsoft Outlook, and PowerPoint.
Excellent oral and written communication skills across customers, consumers, and colleagues.
Ability to understand technical information and communicate it to a variety of disciplines.
Excellent organizational, problem-solving, and people skills.
Ability to adapt to an ever-changing marketplace.
Ability to collaborate effectively with people in person and by telephone.

Nice To Haves

Bachelor’s degree or equivalent.
Two to four years of experience in the field or a related area.
Two years of experience working in a hearing aid manufacturing environment.

Responsibilities

Meet key performance indicators as defined by management.
Provide personalized service while attempting to exceed consumer expectations.
Use management as a problem-solving resource and create a personalized reference system to prevent recurring questions.
Embrace unavoidable change and adapt approaches or behavior when working with people from diverse backgrounds, values, or predispositions.
Maintain a positive disposition and uphold department values through positivity and teamwork.
Attend regional or corporate training sessions before each product release and complete required internal training.
Communicate consumer feedback and needs through management.
Understand consumer needs by actively listening, asking questions as appropriate, and demonstrating awareness of consumers’ needs and goals.
Consider the impact of decisions and actions.
Respond efficiently and meet timelines for communication requests from management.
Provide thoughtful feedback on team training needs, including content and how information should be developed and delivered.
Perform other duties and responsibilities as assigned.