Customer Service Technical Support Rep

Starkey•Eden Prairie, MN

7d•Onsite

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. Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide. JOB SUMMARY DESCRIPTION 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.