Consumer Tech Support Spec.

About the role

As part of the Consumer Technical Support team, you will deliver customer focused support through phone and email relating to ReSound hearing aids, wireless accessories, and mobile devices. Help to resolve issues and questions while providing basic product information and assistance. Most importantly, you will help empower the end user through knowledge and understanding of their devices.

Essential Functions

• Provide exceptional phone and email customer service and technical support.
• Document all customer interactions and technical issues in systems designated by the company.
• Deliver an exceptional customer experience with empathy in each interaction.
• Cookordination with internal departments to ensure quality and customer satisfaction.
• Maintain current knowledge through continuing education regarding mobile systems and wireless accessories.
• Complete all product related training as directed by management.
• Test & evaluate new products prior to release.
• Projects as assigned.

Competencies

• Excellent communication skills – both verbal and written.
• Customer focused with strong interpersonal/soft skills.
• Demonstrated troubleshooting ability and creative thinking strategies.
• Independent decision-making: ability to resolve a problem with efficiency and creativity while on a call with a consumer.
• Excellent organizational skills with attention to detail and timely follow-through.
• Efficiently task manage while assisting consumers on a call.
• Proficiency with Microsoft Office applications.
• Able to learn new systems quickly.

Desired Qualifications

• Preferred Education: Some college or relevant combination of experience and education.
• Experience (Required): 1 – 2 years proven customer service experience, ideally in telecom, high-tech or consumer electronics industries.
• Ability to effectively communicate technical information to a non-technical audience.
• Experience (Preferred): Support of Apple and/or Android operating systems.
• High level of technical knowledge.
• Professional or personal experience troubleshooting mobile devices, apps, and Bluetooth technology.
• Ability to effectively de-escalate and manage calls in diverse situations.
• Able to adapt and navigate through diverse customer personalities.
• *GN ReSound a plus.
• Working knowledge of Salesforce.

Physical Demands

Sitting most of the day.

Position Type and Expected Hours of Work

Monday – Friday standard business hours between 9:30 AM to 6:00 PM CST.

Working Environment

Remote, home office (if applicable).

About Us

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhances the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

We Offer

• Generous Benefits including PTO and Paid Holidays
• 401k with Company match
• Paid Parental Leave & Transition Back to Work Benefits
• Company HSA Contributions
• Discounted GN Group products

What We Offer

• Competitive wages and benefits
• Discretionary bonus
• Compensation for roles at GN depends on a wide array of factors including but not limited to location, role, skill set, and level of experience.
• Annual bonuses
• Health insurance
• A 401(k) plan
• Paid time off and paid holidays

Pay Transparency Notice

Depending on your work location, the target annual salary for this position can range from $22 - $24/hr. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.