[Remote] Consumer Tech Support Spec.
Note: The job is a remote job and is open to candidates in USA. ReSound is a company focused on delivering intelligent hearing, audio, video, and gaming solutions. They are seeking a Consumer Tech Support Specialist to provide customer-focused support for their hearing aids and related devices, ensuring a high level of customer satisfaction and resolving technical issues.
Responsibilities
- 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
Skills
- 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
- Excellent communication skills – both verbal and written
- Customer focused with strong interpersonal/soft skills
- Demonstrated troubleshooting ability and creative thinking strategies
- Independent decision-making: 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 follow-through
- Efficiently task manage while assisting consumers on a call
- Proficiency with Microsoft Office applications. Able to learn new systems quickly
- 1 – 2 years proven customer service experience, ideally in telecom, high-tech or consumer electronics industries
- Ability to effectively communicate technical information to a non-technical audience
- 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
- Sitting most of the day
- Some college or relevant combination of experience and education
- 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 de-escalation and call management in diverse situations
- Ability to adapt and navigate through diverse customer personalities
- Was an Audiologist Assistant or worked in hearing aid manufacturing and/or industry experience
- Working knowledge of Salesforce
Benefits
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Discounted GN Group products
- Discretionary bonus
- Annual bonuses
- Health insurance
- A 401(k) plan
- Paid time off and paid holidays
Company Overview