Customer Service Technical Support Rep

Customer Service Technical Support Representative

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.

This position may be filled at either the Intermediate or Senior level, depending on the selected candidate's experience, qualifications, and demonstrated skills.

Job Responsibilities

• Meet key performance indicators as defined by management
• Examples include but are not limited to:
• 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.

Job Requirements

Minimum Education, Certification and Experience Requirements

• Prefer a bachelor's degree or its equivalent and 2-4 years of experience in the field or a related area

Experience

• 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
• 2-year experience working in a hearing aid manufacturing environment preferred
• 2-4 years of experience in the field or a related area

Knowledge / Technical Requirement

• A high degree of computer literacy
• Windows OS, MS Office, MS Outlook, PowerPoint

Competencies, Skills & Abilities

• 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.

Working Conditions

• Regular attendance and responsiveness to reasonable job-related directives as given by the supervisor required.
• Sit approximately 60-70% of the time, move 30% of the time.
• May need to travel occasionally

Salary and Other Compensation

The annual hourly rate for this position is between $22.95-$27.26 per hour. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Benefits: The following benefits for this position, subject to applicable eligibility requirements, include 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, and tuition reimbursement.