Customer Service Technical Support Rep

Job Responsibilities

Meet Key Performance Indicators as defined by Management.

• Provide personalized service that attempts to exceed consumer expectations.
  • Utilize management as a problem‑solving resource.
  • Set up a personalized reference system to prevent reoccurring 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 before each 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, including the “what” and the “how” about content development and delivery of information.

• Prefer a bachelor’s degree or its equivalent and 2–4 years of experience in the field or a related area.

• 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.

• A high degree of computer literacy.
• Windows OS, MS Office, MS Outlook, PowerPoint.
• Excellent oral and written communication skills required across groups that include customers, consumers, and colleagues.
• Ability to understand technical information.
• Ability to understand and communicate technical information to a variety of disciplines.
• Excellent organizational skills.
• Excellent problem‑solving skills.
• Ability to adapt to an ever‑changing marketplace.
• Ability to work well with people, including in‑person and by telephone.

• 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.

The hourly rate for this position is between $22.95 and $27.26 per hour, depending on factors such as geography, skills, education, and experience.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Eligible benefits include medical, dental, vision insurance, 401(k) retirement plan, life insurance, short‑term disability, long‑term disability, 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.