Customer Service Technical Support Rep

Starkey Hearing Technologies; Eden Prairie (MN); On-site; USD 31,684 - 37,195; Full time

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

Hearing aid benefits

PTO

6 paid holidays annually

2 floater days annually

1 volunteer service day annually

Paternity leave

Tuition reimbursement

Job summary

Starkey Hearing Technologies is seeking a Customer Service Technical Support Representative to handle calls from professionals and consumers on technical issues related to hearing devices, accessories, wireless connectivity, product training, and policy clarification.

The role may be filled at Intermediate or Senior level depending on experience, with responsibilities spanning multiple channels such as phone, email, web chat, and instant messaging, all while upholding company values and teamwork.

Qualifications

• Bachelor's degree or equivalent and 2-4 years of experience in the field or related area.
• Experience with Windows, iOS, and Android operating systems; hardware knowledge.
• Experience in a customer service environment.
• 2-4 years of experience in the field or related area.

Responsibilities

• Meet Key Performance Indicators defined by Management.
• Provide personalized service to exceed consumer expectations.
• Use management as a problem-solving resource.
• Set up a reference system to prevent recurring questions.
• Attend training sessions for each product release.
• Communicate consumer feedback through management.
• Actively listen to consumers and understand their needs.
• Respond promptly and meet timelines for management requests.
• Provide feedback for team training including content development and delivery.

Skills

Communication skills

Technical understanding

Customer empathy

Teamwork

Education

Bachelor's degree preferred

Tools

Windows OS

MS Office

MS Outlook

PowerPoint

Job description

Job Summary

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. The Technical Support Representative will serve the Company's external consumers using various platforms, including phone, emails, web chat, and instant messaging. In this role, the individual will help our consumers with passion, purpose, and excellence while following company policies and procedures. They will be responsible for upholding the values and culture of the department through positivity and teamwork. The Customer Service Technical Support Representative will model high-quality service and focus on serving with passion, purpose, and excellence.

This position may be filled at either the Intermediate or Senior level, depending on the selected candidate's experience, qualifications, and demonstrated skills.

Job Responsibilities

Meet Key Performance Indicators as defined by Management.

• Examples include but are not limited to:
  • Provide personalized service in attempting 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 an individual with different backgrounds, values, or predispositions.
  • Maintain a positive disposition.

Attend regional or corporate training sessions 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.

Job Requirements

Minimum Education, Certification and Experience Requirements

Education

• Prefer a bachelor's degree or its equivalent and 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 Requirement

• 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 work well with people required, including in-person and by telephone.

Work Context

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.

Salary and Other Compensation

The annual hourly rate for this position is between $22.95 and $27.26 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

The following benefits for this position, subject to applicable eligibility requirements, include 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, 6 paid holidays annually, 2 floater days annually, 1 volunteer service day annually, paid paternity leave, and tuition reimbursement.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.