Customer Service Technical Support Rep

Starkey Hearing; Eden Prairie (MN); On-site; USD 31,615 - 37,553; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Short‑term disability

Long‑term disability

Employee assistance program

Hearing aid benefits

PTO

Paid holidays

Floating holidays

Volunteer day

Paternity leave

Tuition reimbursement

Job summary

Starkey Hearing is seeking a Customer Service Technical Support Representative to handle challenging calls from professionals and consumers on technical issues related to hearing devices, accessories, wireless connectivity, and policy clarification. You’ll assist via phone, email, web chat, and messaging while upholding Starkey values and delivering high‑quality service.

The role requires strong communication, problem‑solving, and adaptability as you engage diverse customers and participate in

Qualifications

• Bachelor’s degree or equivalent with 2‑4 years of relevant experience.
• Experience with Windows, iOS, and Android operating systems and hardware (minimum 1 year).
• Experience working in a customer service environment.
• Preferred 2 years in a hearing aid manufacturing environment.
• Overall 2‑4 years of relevant experience.

Responsibilities

• Meet Key Performance Indicators as defined by management.
• Provide personalized service and exceed consumer expectations.
• Use management as a problem‑solving resource.
• Implement a personalized reference system to prevent recurring questions.
• Embrace change and adapt approach when interacting with diverse backgrounds.
• Maintain a positive disposition.
• Attend regional or corporate training sessions prior to each product release.
• Complete required internal training.
• Communicate consumer feedback and needs through management.
• Understand consumer needs by actively listening and asking appropriate questions.
• Demonstrate awareness of consumer goals and consider the impact of decisions.
• Respond efficiently and meet communication timelines set by management.
• Provide thoughtful feedback for team training needs, including content development details.

Skills

Communication

Technical communication

Organization

Problem‑solving

Adaptability

Telephone/customer interaction

Education

Bachelor’s degree or equivalent

Tools

Windows OS

Microsoft Office

Outlook

PowerPoint

Job description

Job Summary

The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help on technical issues related to hearing devices, accessories, wireless connectivity, product training, and policy clarification. The role involves serving external consumers via phone, email, web chat, and instant messaging while upholding company values and providing high‑quality service.

Job Responsibilities

• Meet Key Performance Indicators as defined by management.
• Provide personalized service and exceed consumer expectations.
• Use management as a problem‑solving resource.
• Implement a personalized reference system to prevent recurring questions.
• Embrace change and adapt approach when interacting with diverse backgrounds.
• Maintain a positive disposition.
• Attend regional or corporate training sessions prior to each product release.
• Complete required internal training.
• Communicate consumer feedback and needs through management.
• Understand consumer needs by actively listening and asking appropriate questions.
• Demonstrate awareness of consumer goals and consider the impact of decisions.
• Respond efficiently and meet communication timelines set by management.
• Provide thoughtful feedback for team training needs, including content development details.

Job Requirements

Minimum Education, Certification and Experience Requirements

• Prefer a bachelor’s degree or equivalent with 2‑4 years of relevant experience.

Experience

• Experience with Windows, iOS, and Android operating systems and hardware (minimum 1 year).
• Experience working in a customer service environment.
• Preferred 2 years in a hearing aid manufacturing environment.
• Overall 2‑4 years of relevant experience.

Knowledge / Technical Requirements

• High computer literacy.
• Proficiency in Windows OS, Microsoft Office suite, Outlook, PowerPoint.

Competencies, Skills & Abilities

• Excellent oral and written communication skills across diverse groups.
• Ability to understand and communicate technical information.
• Excellent organizational, problem‑solving, and people skills.
• Adaptability in a changing marketplace.
• Ability to work well with people both in person and by telephone.

Working Conditions

• Regular attendance and responsiveness to supervisor directives.
• Position requires sitting 60‑70% of the time, moving 30% of the time.
• Occasional travel may be required.

Salary And Compensation

The annual hourly rate is $22.95–$27.26 per hour, with potential adjustments based on geography, skills, and experience. Eligible for performance‑based bonus, though payout is not guaranteed.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Life, short‑term and long‑term disability insurance.
• Employee assistance program.
• Hearing aid benefits.
• PTO, 6 paid holidays, 2 floater days, 1 volunteer service day annually.
• Paid paternity leave and tuition reimbursement.