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 related to hearing devices, accessories, wireless connectivity, product training, and policy clarification. The role involves serving external consumers via phone, email, web chat, and instant messaging while upholding company values and providing high‑quality service.

• Meet Key Performance Indicators as defined by management.
• Provide personalized service and exceed consumer expectations.
• Use management as a problem‑solving resource.
• Implement a personalized reference system to prevent recurring questions.
• Embrace change and adapt approach when interacting with diverse backgrounds.
• Maintain a positive disposition.
• Attend regional or corporate training sessions prior to each product release.
• Complete required internal training.
• Communicate consumer feedback and needs through management.
• Understand consumer needs by actively listening and asking appropriate questions.
• Demonstrate awareness of consumer goals and consider the impact of decisions.
• Respond efficiently and meet communication timelines set by management.
• Provide thoughtful feedback for team training needs, including content development details.

• Prefer a bachelor’s degree or equivalent with 2‑4 years of relevant experience.

• Experience with Windows, iOS, and Android operating systems and hardware (minimum 1 year).
• Experience working in a customer service environment.
• Preferred 2 years in a hearing aid manufacturing environment.
• Overall 2‑4 years of relevant experience.

• High computer literacy.
• Proficiency in Windows OS, Microsoft Office suite, Outlook, PowerPoint.

• Excellent oral and written communication skills across diverse groups.
• Ability to understand and communicate technical information.
• Excellent organizational, problem‑solving, and people skills.
• Adaptability in a changing marketplace.
• Ability to work well with people both in person and by telephone.

• Regular attendance and responsiveness to supervisor directives.
• Position requires sitting 60‑70% of the time, moving 30% of the time.
• Occasional travel may be required.

The annual hourly rate is $22.95–$27.26 per hour, with potential adjustments based on geography, skills, and experience. Eligible for performance‑based bonus, though payout is not guaranteed.

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Life, short‑term and long‑term disability insurance.
• Employee assistance program.
• Hearing aid benefits.
• PTO, 6 paid holidays, 2 floater days, 1 volunteer service day annually.
• Paid paternity leave and tuition reimbursement.