Consumer Technical Support Representative

Audibel

Eden Prairie (MN)

On-site

USD 32,000 - 39,000

Full time

3 days ago

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Benefits offered by this job

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

Job summary

Starkey in Eden Prairie, MN is seeking a Customer Service Technical Support Representative to assist professionals and consumers with hearing devices, accessories, and connectivity via phone, email, web chat, and instant messaging. You will deliver service with passion, purpose, and excellence while adhering to company policies.

You will meet performance metrics, participate in training, gather feedback, and help translate technical needs into clear guidance.

Qualifications

Bachelor's degree or equivalent with 2–4 years of experience.
Experience with Windows, iOS, and Android operating systems.
Customer service experience required; hearing aid industry preferred.

Responsibilities

Meet Key Performance Indicators as defined by Management.
Provide personalized service to exceed consumer expectations.
Attend regional or corporate training sessions.
Communicate consumer feedback through management.
Understand and listen to consumer needs; ask questions.
Respond promptly to requests and meet timelines.

Skills

Customer service

Technical support

Communication

Problem solving

Team collaboration

Adaptability

Education

Bachelor's degree or equivalent

Tools

Windows OS

MS Office

MS Outlook

Job description

The 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.

https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6

Job Summary Description

Job Responsibilities

Meet Key Performance Indicators as defined by Management
Examples 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 diverse backgrounds, values, or predispositions.
- Maintain a positive disposition
Attend regional or corporate training session each pre-product release
Complete the required internal training
Communicate consumer feedback and needs through management.
Understand consumer needs.
Actively listen to what consumers are saying
Ask Questions as appropriate
Demonstrate awareness of consumer’s needs and goals
Consider the impact of your decision and actions
Respond 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 assigned

Job Requirements

Minimum Education, Certification and Experience Requirements

Education
- Prefer a bachelor's degree or its equivalent with 2-4 years of experience in the field or a related area
Experience
- Experience with Windows, iOS, and Android operating systems and hardware knowledge and experience required. Minimum 1-year
- Experience working in a customer service environment required
- 2-year experience working in a hearing aid manufacturing environment preferred
- 2-4 years of experience in the field or a related area

Knowledge / Technical Requirements

A high degree of computer literacy
Windows OS, MS Office, MS Outlook, PowerPoint

Competencies, Skills & Abilities

Excellent oral and written communication skills required across groups that include, customers, consumers, and colleagues
Ability to understand technical information is needed.
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 collaborate well with people required, including in-person and by telephone.

Salary And Other Compensation

The target pay range for this position is between $22.95-$28.27 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