Customer Service Technical Support Rep
About The Position
The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help on technical issues. These concerns involve hearing devices, accessories, wireless connectivity, product training, and policy clarification. The Technical Support Representative will serve the Company’s external consumers using various platforms, including phone, emails, web chat, and instant messaging. In this role, the individual will help our consumers with passion, purpose, and excellence while following company policies and procedures. They will be responsible for upholding the values and culture of the department through positivity and teamwork. The Customer Service Technical Support Representative will model high-quality service and focus on serving with passion, purpose, and excellence.
Requirements
- Experience with Windows, iOS, and Android operating systems and hardware knowledge and experience required. Minimum 1-year
- Experience working in a customer service environment required
- A high degree of computer literacy
- Windows OS, MS Office, MS Outlook, PowerPoint
- Excellent oral and written communication skills required across groups that include, customers, consumers, and colleagues
- Ability to understand technical information is needed.
- Ability to understand and communicate technical information to a variety of disciplines
- Excellent organizational skills
- Excellent problem-solving skills
- Excellent people skills
- Ability to adapt to an ever-changing marketplace
- Ability to work well with people required, including in-person and by telephone.
Nice To Haves
- Prefer a bachelor's degree or its equivalent and 2-4 years of experience in the field or a related area
- 2-year experience working in a hearing aid manufacturing environment preferred
Responsibilities
- Meet Key Performance Indicators as defined by Management
- Provides personalized service in attempting to exceed consumer expectations.
- Utilizes management as a problem-solving resource.
- Sets up a personalized reference system to prevent reoccurring questions.
- Embrace unavoidable change rather than resisting.
- Appropriately modifies approach or behavior when dealing with an individual with different backgrounds, values, or predispositions.
- Maintain a positive disposition
- Attend regional or corporate training session each pre-product release
- Complete the required internal training
- Communicate consumer feedback and needs through management.
- Understand consumer needs.
- Actively listen to what consumers are saying
- Ask Questions as appropriate
- Demonstrate awareness of consumer’s needs and goals
- Consider the impact of your decision and actions
- Respond efficiently and meet timelines for communication requests from management.
- Provide well thought out feedback for team training needs. Include the “what and the how” about content development and delivery of the information.
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- short-term disability insurance
- long-term disability insurance
- employee assistance program
- hearing aid benefits
- PTO
- 6 paid holidays annually
- 2 floater days annually
- 1 volunteer service day annually
- paid paternity leave
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
