Consumer Tech Support Spec.

Reports to Title: Consumer Tech Support Manager

Department/Division: Technical Support

Primary Work Location: Bloomington, MN

Job Code/Classification: Non-Exempt

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 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.

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, high-tech or consumer electronics industries
• Ability to effectively communicate technical information to a non-technical 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 de-escalation 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: Full-time position, Monday – Friday between the hours of 8 am and 6 pm CST dependent on schedule

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.

Equal Opportunity Employer

GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace. GN Hearing openly supports and is fully committed to the recruitment, training and promotion of all individuals, without regard to race, color, creed, religion, national origin, ancestry, sexual orientation, disability, age, gender, maternity, marital status, status with regard to public assistance or any other classification protected by state, federal or local law or ordinance. Founded in 1869, GN group today operates in more than 90 countries across the world and has more than 6,000 employees. View The EEO is the Law poster and its supplement.
E-Verify

GN Hearing / ReSound participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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