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.

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, Experience in effective de-escalation and call management in diverse situations, Ability to adapt and navigate through diverse customer personalities.
• *GN ReSound a plus.
• Working knowledge of Salesforce.

Desired Qualifications

• Was an Audiologist Assistant or worked in hearing aid manufacturing and/or industry experience.

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)