Customer Service Technical Support Rep

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.

• Meet Key Performance Indicators as defined by Management.
• Provide personalized service 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 each pre‑product release.
• Complete required internal training.
• Communicate consumer feedback and needs through management.
• Understand consumer needs; actively listen, ask questions, demonstrate awareness, and consider the impact of decisions.
• Respond efficiently and meet timelines for communication requests from management.
• Provide well‑thought‑out feedback for team training needs.

• 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; minimum 1 year.
• Experience working in a customer service environment.
• 2-year experience working in a hearing aid manufacturing environment (preferred).
• 2-4 years of experience in the field or a related area.

• High degree of computer literacy.
• Windows OS, MS Office, MS Outlook, PowerPoint.

• Excellent oral and written communication skills across groups that include customers, consumers, and colleagues.
• Ability to understand technical information and communicate it to a variety of disciplines.
• Excellent organizational and problem‑solving skills.
• Excellent people 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.
• Sit approximately 60-70% of the time; move 30% of the time.
• May need to travel occasionally.

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.

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.