Consumer Technical Support RepresentativeThe 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. Serve the Company's external consumers using various platforms, including phone, emails, web chat, and instant messaging. Help consumers with passion, purpose, and excellence while following company policies and procedures.
Uphold the values and culture of the department through positivity and teamwork, and model high-quality service and focus on serving with passion, purpose, and excellence.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.Watch this video to see more of what sets Starkey apart.Job Summary DescriptionThe 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.
Serve the Company's external consumers using various platforms, including phone, emails, web chat, and instant messaging. Help consumers with passion, purpose, and excellence while following company policies and procedures. Uphold the values and culture of the department through positivity and teamwork, and model high-quality service and focus on serving with passion, purpose, and excellence.Job ResponsibilitiesMeet Key Performance Indicators as defined by ManagementProvides 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 diverse backgrounds, values, or predispositions.Maintain a positive dispositionAttend regional or corporate training session each pre-product releaseComplete the required internal trainingCommunicate consumer feedback and needs through management.Understand consumer needs.Actively listen to what consumers are sayingAsk Questions as appropriateDemonstrate awareness of consumer's needs and goalsConsider the impact of your decision and actionsRespond 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.Other duties/responsibilities as assignedJob RequirementsMinimum Education, Certification and Experience RequirementsEducation (i.e., 4-year college degree, license, certification)Prefer a bachelor's degree or its equivalent with 2-4 years of experience in the field or a related areaExperience (i.e., years of work experience related to the job)Experience with Windows, iOS, and Android operating systems and hardware knowledge and experience required.
Minimum 1-yearExperience working in a customer service environment required2-year experience working in a hearing aid manufacturing environment preferred2-4 years of experience in the field or a related areaKnowledge / Technical RequirementsA high degree of computer literacyWindows OS, MS Office, MS Outlook, PowerPointCompetencies, Skills & AbilitiesExcellent oral and written communication skills required across groups that include, customers, consumers, and colleaguesAbility to understand technical information is needed.Ability to understand and communicate technical information to a variety of disciplinesExcellent organizational skillsExcellent problem-solving skillsExcellent people skillsAbility to adapt to an ever-changing marketplaceAbility to collaborate well with people required, including in-person and by telephone.Salary and Other CompensationThe target pay range for this position is between $22.95-$26.92 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.BenefitsThe 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, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.