Consumer Tech Support Spec
Consumer Tech Support Spec
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Job Description
Position:Consumer Tech Support Specialist
Reports to Title:Consumer Tech Support Manager
Department/Division:Technical Support
Primary Work Location:Bloomington MN
Job Code/Classification: NonExempt
Position Overview
As part of the Consumer Technical Support team you will deliver customer focused support through phone and email relating to ReSound hearing aids wireless accessories and mobile devices. Help to resolve issues and questions while providing basic product information and assistance. Most importantly you will help empower the end user through knowledge and understanding of their devices.
Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide exceptional phone and email customer service and technical support.
- Document all customer interactions and technical issues in systems designated by the company.
- Deliver an exceptional customer experience with empathy in each interaction.
- Coordinate with internal departments to ensure quality and customer satisfaction.
- Maintain current knowledge through continuing education regarding mobile systems and wireless accessories.
- Complete all product related training as directed by management.
- Test & evaluate new products prior to release.
- Projects as assigned.
Competencies (Knowledge and Skills needed for this position.
- Excellent communication skills both verbal and written.
- Customer focused with strong interpersonal/soft skills.
- Demonstrated troubleshooting ability and creative thinking strategies.
- Independent decisionmaking: ability to resolve a problem with efficiency and creativity while on a call with a consumer.
- Excellent organizational skills with attention to detail and timely followthrough.
- Efficiently task manage while assisting consumers on a call.
- Proficiency with Microsoft Office applications. Able to learn new systems quickly.
Desired Qualifications
Preferred Education:
- Some college or relevant combination of experience and education
Experience (Required):
- 1 2 years proven customer service experience ideally in telecom hightech or consumer electronics industries
- Ability to effectively communicate technical information to a nontechnical audience
Experience (Preferred):
- Support of Apple and/or Android operating systems
- High level of technical knowledge
- Professional or personal experience troubleshooting mobile devices apps and Bluetooth technology
- Experience in effective deescalation and call management in diverse situations.
- Ability to adapt and navigate through diverse customer personalities.
- Hearing aid manufacturing and/or industry experience *GN ReSound a plus
- Working knowledge of Saleforce
Other:
- Follow all company and department policies and procedures.
- Meet all performance and behavior expectations outlined in the company performance appraisal and / or communicated by management.
- Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
- Follow good safety practices in all activities.
- Establish and maintain positive and productive work relationships with all staff customers and business partners.
- Demonstrate the behavioral and technical competencies necessary to effectively complete position responsibilities. Take personal initiative for technical and professional development.
- Safeguard sensitive and confidential Company information.
Other Information
Direct reports: NA
Indirect reports: NA
Working Environment:Open office environment home office (if applicable)
Physical Demands:Sitting most of the day.
Position Type and Expected Hours of Work:Fulltime position Monday Friday between the hours of 8 am and 6 pm CST dependent on schedule
About Us
At ReSound people with hearing loss are at the heart of what we do. In an eversmarter world we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more do more and be more than you ever thought possible.
What We Offer
As a leading medical device manufacturer we value our employees and offer competitive wages and benefits including:
Generous Benefits including PTO and Paid Holidays
401k with Company match
Paid Parental Leave & Transition Back to Work Benefits
Company HSA Contributions
Free Hearing Aids for Family Members
We encourage you to apply
Even if you dont match all the abovementioned skills we will gladly receive your application if you think you have transferrable skills. We highly value a mindset motivation and energy that aligns with our core values to not only ensure growth for you but for your team and the wider GN organization as well.
We are committed to an inclusive recruitment process
GN ReSound welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound enabling you to hear more do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle from sports enthusiasts to commuters and office workers. ReSound is part of the GN group which operates in more than 90 countries across the world. Founded in 1869 GN group today has more than 7000 employees.
Depending on your work location the target hourly rate for this position can range from $22.00 $24.00. Compensation for roles at GN depend on a wide array of factors including but not limited to location role skill set and level of experience. To remain competitive GN offers a competitive benefits package including health insurance a 401(k) plan paid time off and paid holidays.
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Employment Type
Full-Time
