[Remote] Consumer Tech Support Spec.

Note: The job is a remote job and is open to candidates in USA. ReSound is a company that specializes in intelligent hearing solutions. They are seeking a Consumer Tech Support Specialist to provide exceptional customer service and technical support for their hearing aids and related devices through phone and email interactions.

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
• 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
• 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
• 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 *GN ReSound a plus
• 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
• Health insurance
• A 401(k) plan
• Paid time off
• Paid holidays

Company Overview