Customer Service Technical Support Rep

Starkey•Eden Prairie, MN

5d•Remote

About The Position

The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help with hearing devices, accessories, wireless connectivity, product training, and policy clarification. The representative serves external consumers through phone, email, web chat, and instant messaging, providing service with passion, purpose, and excellence while following company policies and procedures. The role also supports the department’s values and culture through positivity, teamwork, and a commitment to high-quality service. The position works Saturdays and four rotating weekdays, which may change weekly. The stated schedule is 10:30 a.m.–7:00 p.m. Central Time, with flexible scheduling. The position is eligible for remote work. Occasional travel may be required. Compensation is $22.95–$26.92 per hour, and the role may receive a performance-based bonus with no guaranteed payout.

Requirements

At least one year of experience working in a customer service environment.
Experience with Windows, iOS, and Android operating systems, as well as hardware knowledge and experience.
High degree of computer literacy.
Knowledge of Windows OS, MS Office, MS Outlook, and PowerPoint.
Excellent oral and written communication skills with customers, consumers, and colleagues.
Ability to understand technical information and communicate it to people in a variety of disciplines.
Excellent organizational, problem-solving, and interpersonal skills.
Ability to adapt to an ever-changing marketplace.
Ability to work effectively 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 is preferred.
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 established by management.
Provide personalized service and work to exceed consumer expectations.
Use management as a problem-solving resource and establish a personalized reference system to prevent recurring questions.
Embrace change and adapt approaches when working with people from different backgrounds, values, or predispositions.
Maintain a positive disposition and uphold department values through 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 listening actively, asking appropriate questions, and considering consumers’ needs and goals.
Consider the impact of decisions and actions on consumers.
Respond efficiently and meet timelines for communication requests from management.
Provide considered feedback about team training needs, including recommendations about content and how it should be developed and delivered.
Provide technical support to professionals and consumers through phone, email, web chat, and instant messaging.