Customer Service Technical Support Rep

Customer Service 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. 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 ResponsibilitiesMeet key performance indicators as defined by managementExamples 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 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.Job RequirementsMinimum Education, Certification and Experience RequirementsPrefer a bachelor's degree or its equivalent and 2-4 years of experience in the field or a related areaExperienceExperience 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 RequirementA 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 work well with people required, including in-person and by telephone.Working ConditionsRegular 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 occasionallySalary and Other CompensationThe 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.