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Jobs · Information Technology · Minnesota

Customer Service Technical Support Rep

Starkey Hearing · Eden Prairie, MN · 3 days ago
On-siteInformation Technology$22.95–$26.92/hrFull-time

About the role

The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help on technical issues involving hearing devices, accessories, wireless connectivity, product training, and policy clarification. The representative serves external consumers using various platforms including phone, emails, web chat, and instant messaging, helping consumers with passion, purpose, and excellence while following company policies and procedures. This role models high-quality service and focuses on serving with passion, purpose, and excellence.

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies, connecting people and changing lives. Founded in 1967 by Bill Austin, Starkey is known for cutting-edge hearing health innovations, industry-leading research and development, and pushing the edge of what's possible. Headquartered in Eden Prairie, Minnesota, with over 5,000 employees in 29 facilities globally, doing business in more than 100 markets worldwide.

Schedule

  • Saturdays plus 4 weekdays (flexible scheduling), 10:30 AM – 7:00 PM CST
  • Four rotating weekdays (subject to change weekly) and Saturdays
  • Eligible for remote work

Responsibilities

  • Meet Key Performance Indicators as defined by Management
  • Provide personalized service to exceed consumer expectations
  • Utilize management as a problem-solving resource
  • Set up a personalized reference system to prevent recurring questions
  • Embrace unavoidable change rather than resisting
  • Appropriately modify approach or behavior when dealing with individuals with different backgrounds, values, or predispositions
  • Maintain a positive disposition
  • Attend regional or corporate training session each pre-product release
  • Complete required internal training
  • Communicate consumer feedback and needs through management
  • Understand consumer needs: actively listen, ask appropriate questions, demonstrate awareness of consumer's needs and goals, consider impact of decisions and actions
  • Respond efficiently and meet timelines for communication requests from management
  • Provide well thought out feedback for team training needs, including the "what and the how" about content development and delivery

Requirements

Education

  • Prefer a bachelor's degree or its equivalent

Experience

  • 2–4 years of experience in the field or a related area
  • Minimum 1 year experience working in a customer service environment required
  • 2 years experience working in a hearing aid manufacturing environment preferred
  • Experience with Windows, iOS, and Android operating systems and hardware knowledge and experience required

Knowledge / Technical Requirements

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

Skills

  • Excellent oral and written communication skills across groups including customers, consumers, and colleagues
  • Ability to understand technical information
  • 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, 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

Pay

The annual hourly rate 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.

Benefits

  • 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
  • Tuition reimbursement

This position is eligible for a bonus based upon performance results; there is no guarantee of payout. Benefits subject to applicable eligibility requirements.

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