Customer Service Technical Support Rep

Starkey Canada•Eden Prairie, MN

12d•$23 - $27•Remote

About The Position

The Customer Service Technical Support Representative handles challenging technical support calls from professionals and consumers regarding hearing devices, accessories, wireless connectivity, product training, and policy clarification. The representative supports external consumers through phone, email, web chat, and instant messaging, following company policies and procedures while delivering service with passion, purpose, and excellence. The role also promotes departmental values and culture through positivity and teamwork. The schedule includes Saturdays and four rotating weekdays, which may change weekly. The stated hours are 10:30 a.m. to 7:00 p.m. CST, with flexible scheduling. The position is eligible for remote work. Occasional travel may be required.

Requirements

Experience with Windows, iOS, and Android operating systems, including hardware knowledge and experience; at least one year is required.
Experience working in a customer service environment.
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 people in a variety of disciplines.
Excellent organizational, problem-solving, and people skills.
Ability to adapt to an ever-changing marketplace.
Ability to work well with people in person and by telephone.
Regular attendance and responsiveness to reasonable job-related directives from the supervisor.

Nice To Haves

Bachelor’s degree or equivalent.
Two years of experience in a hearing aid manufacturing environment.

Responsibilities

Meet management-defined key performance indicators, including providing personalized service, using management as a problem-solving resource, maintaining a personalized reference system, adapting to change, adjusting communication and behavior to different individuals, and maintaining a positive disposition.
Attend regional or corporate training sessions before each product release.
Complete required internal training.
Communicate consumer feedback and needs to 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 on consumers.
Respond efficiently and meet timelines for communication requests from management.
Provide thoughtful feedback on team training needs, including recommendations about content development and delivery.