Customer Service Technical Support Representative

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. Schedule and remote work - The work schedule for this position looks like: Saturdays plus 4 weekdays (flexible scheduling) 10:30-7 CST. - This position is eligible for remote work. Company overview - 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 Schedule - The work schedule for this position looks like: Four rotating weekdays (subject to change weekly) and Saturdays. 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