Customer Solutions Specialist

WSA – Wonderful Sound for All; Port Reading (NJ); Vor Ort; USD 40.000 - 56.000; Vollzeit

Benefits dieser Stelle

Relocation assistance

Comprehensive Benefits Package

Paid Holidays & PTO

401k Matching Program

Tuition Reimbursement

Employee discount on hearing aids

Service Days & DEI Initiatives

Zusammenfassung

WSA - Wonderful Sound for All is seeking an IT Support Associate to serve as the first point of contact for end users via phone and our IT ticketing system. You will create and allocate new requests and handle Level 1 tickets to keep operations running smoothly.

Ideal candidates demonstrate excellent communication, a customer-service mindset, and a willingness to learn new technologies. Proficiency in Microsoft Office and attention to detail in a fast-paced environment are essential.

Qualifikationen

• Excellent interpersonal and social skills.
• Strong interest in learning new skills and technologies.
• Excellent customer service and team-based mindset.
• Previous IT support or admin/customer service experience preferred.
• Advanced Microsoft Office skills (O365, Word, Excel, PowerPoint, Outlook).
• Willingness and ability to learn new programs/applications.
• Attention to detail with accuracy in a fast-paced environment.
• Ability to follow procedures and maintain confidentiality.
• Inventory management experience is a plus.

Aufgaben

• First point of contact for end-user requests via phone and IT ticketing system.
• Create and allocate new IT requests.
• Work Level 1 ticket requests.
• Communicate with vendors and internal IT staff to manage trouble tickets.
• Use the existing ticketing system and inventory management system for communication and documentation.
• Manage open tickets.
• Report on Service Desk analytics.
• Follow procedures for purchasing supplies for end-users and retail clinics as needed.
• Document and maintain inventory of assets.
• Perform administrative duties and special IT projects as assigned.

Kenntnisse

IT support

Customer service

Interpersonal skills

Team player

Microsoft Office

Willingness to learn

Inventory management

Tools

Ticketing system

Inventory management system

Jobbeschreibung

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Essential Duties And Responsibilities

• Initial point of contact for end-user requests for assistance through phone calls and the IT ticketing system.
• Create and allocate new IT requests.
• Work "Level 1" ticket requests.
• Communicate with vendors and internal IT staff to open, follow up on, and escalte trouble tickets.
• Use the existing ticketing system and inventory management system for communication and documentation.
• Manage open tickets.
• Report on Service Desk analytics.
• Follow standard procedures for purchasing supplies for end-users and retail clinics as needed.
• Document and maintain an accurate inventory of all new and retired assets.
• Perform administrative duties and performed special projects, as assigned by IT management.

Requirements

• Excellent interpersonal and social skills; the ability to be flexible and easily adapt to changing priorities;
• Possesses a strong interest in learning new skills and new technologies;
• Excellent customer service and team-based work mindset; the ideal candidate should have patient and a positive attitude;
• Previous IT support, administrative or customer service work experience preferred;
• Advanced Microsoft Office skills (O365, Word, Excel, PowerPoint, Outlook);
• Willingness and ability to learn and use new computer programs/applications;
• Able to work with close attention to detail with a high degree of accuracy in a fast-paced environment;
• Ability to follow procedures and respect confidentiality;
• Ability to communicate detailed or technical information clearly, accurately, and concisely;
• Inventory Management experience is a plus.

Lifestyle & Benefits

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Relocation Assistance
• Service Days & Diversity, Equity & Inclusion Initiatives

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.