Customer Solutions Specialist

WS Audiology USA; Port Reading (NJ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive Benefits Package

Paid Holidays & PTO

401k Matching Program

Tuition Reimbursement

Hearing Aid Discount Program

Relocation Assistance

Service Days & DEI Initiatives

Job summary

WS Audiology USA invites applications for an IT Help Desk Support role. You will be the initial contact for end-user requests, handling Level 1 tickets, coordinating with vendors, and using ticketing and inventory systems to document and track issues.

The role emphasizes strong customer service, adaptability, and teamwork in a fast-paced environment. Experience in IT support or admin is preferred, with advanced MS Office skills and a willingness to learn new programs.

Qualifications

• Excellent interpersonal and social skills; able to adapt to changing priorities.
• Strong interest in learning new skills and technologies.
• Excellent customer service and team-based mindset; patient and positive.
• Prior IT support, admin or customer service experience preferred.
• Advanced Microsoft Office skills (O365, Word, Excel, PowerPoint, Outlook).
• Willing to learn new programs; detail-oriented in fast-paced environments.
• Ability to follow procedures and maintain confidentiality.
• Clear communication of technical information; inventory management experience a plus.

Responsibilities

• First point of contact for end-user requests via phone and IT ticketing.
• Create and allocate new IT requests; handle Level 1 tickets.
• Coordinate with vendors and internal IT staff to manage trouble tickets.
• Use ticketing and inventory systems for communication and documentation.
• Manage open tickets and report on Service Desk analytics.
• Follow procedures for purchasing supplies for end-users and clinics.
• Document and maintain accurate inventory of assets.
• Perform administrative duties and support special IT projects.

Skills

IT support

Customer service

Interpersonal skills

Learning mindset

Attention to detail

Communication

Adaptability

Teamwork

Vendor coordination

Tools

Microsoft Office 365

Job description

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 upscale 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.