Customer Solutions Specialist

WSA Americas • Woodbridge Township, NJ

2d

About The Position

WSA - Wonderful Sound for All is a global leader in the hearing aid industry, working with 12,000 colleagues in 130 countries to bring hearing back to millions of people. Its portfolio spans hearing brands and digital platforms, managed care, hearing centers, and diagnostics locations.

The Customer Solutions Specialist is the initial contact for end-user assistance requests and handles Level 1 IT support, ticket creation and management, vendor and internal IT coordination, and service desk reporting. The role also supports purchasing supplies, maintains accurate asset inventory, and performs administrative duties and special projects assigned by IT management.

Requirements

• Excellent interpersonal and social skills, flexibility, and ability to adapt to changing priorities.
• Strong interest in learning new skills and technologies.
• Excellent customer service and a team-based work mindset; patience and a positive attitude.
• Advanced Microsoft Office skills, including O365, Word, Excel, PowerPoint, and Outlook.
• Willingness and ability to learn and use new computer programs and applications.
• Ability to work with close attention to detail and a high degree of accuracy in a fast-paced environment.
• Ability to follow procedures and respect confidentiality.
• Ability to communicate detailed or technical information clearly, accurately, and concisely.

Nice To Haves

• Previous IT support, administrative, or customer service work experience preferred.
• Inventory management experience is a plus.

Responsibilities

• Serve as the initial point of contact for end-user requests for assistance via phone and the IT ticketing system.
• Create and allocate new IT requests.
• Work Level 1 ticket requests.
• Communicate with vendors and internal IT staff to open, follow up on, and escalate trouble tickets.
• Use existing ticketing and inventory management systems for communication and documentation.
• Manage open tickets.
• Report on Service Desk analytics.
• Follow standard procedures for purchasing supplies for end-users and retail clinics as needed.
• Document and maintain an accurate inventory of new and retired assets.
• Perform administrative duties and special projects as assigned by IT management.

Benefits

• Comprehensive benefits package
• Paid holidays and PTO policy
• 401k matching program
• Tuition reimbursement
• Employee, family, and friends hearing aid discount program
• Relocation assistance
• Service days and Diversity, Equity & Inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed