Customer Service Technical Support Rep

at Starkey Laboratories, Inc. in Eden Prairie, Minnesota, United States

Job Description

Description

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.
Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better.
Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible.
We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.
Watch this video to see more of what sets Starkey apart.
https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6
JOB SUMMARY DESCRIPTION
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. They will be responsible for upholding the values and culture of the department through positivity and teamwork. The Customer Service Technical Support Representative will model high-quality service and focus on serving with passion, purpose, and excellence.
JOB RESPONSIBILITIES
Meet Key Performance Indicators as defined by Management
Examples include but are not limited to:
Provides personalized service in attempting to exceed consumer expectations.
Utilizes management as a problem-solving resource.
Sets up a personalized reference system to prevent reoccurring questions.
Embrace unavoidable change rather than resisting.
Appropriately modifies approach or behavior when dealing with an individual with different backgrounds, values, or predispositions.
Maintain a positive disposition
Attend regional or corporate training session each pre-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. Include the "what and the how" about content development and delivery of the information.
JOB REQUIREMENTS
Minimum Education, Certification and Experience Requirements
Education
Prefer a bachelor's degree or its equivalent and 2-4 years of experience in the field or a related area
Experience
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
Knowledge / Technical Requirement
A high degree of computer literacy
Windows OS, MS Office, MS Outlook, PowerPoint

Competencies, Skills & Abilities
Excellent oral and written communication skills required across groups that include, customers, consumers, and colleagues
Ability to understand technical information is needed.
Ability to understand and communicate technical information to a variety of disciplines
Excellent organizational skills
Excellent problem-solving skills
Excellent people skills
Ability to adapt to an ever-changing marketplace
Ability to work well with people required, including in-person and by telephone.
WORK CONTEXT
Working Conditions
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
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation... For full info follow application link.

Starkey Hearing Technologies is an Equal Opportunity Employer Minority/Female/Vet/Disabled.