Customer Service Technical Support Rep

At Starkey, we are in the business of connecting people and changing lives. As a world leader in the manufacturing and delivery of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development, and distribution of comprehensive digital hearing systems. Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29+ facilities and does business in more than 100 markets worldwide. Here's a video about the people behind Starkey's groundbreaking innovation:
https://www.youtube.com/watch?v=GjhRQ7qzlI0
JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB
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/RESULTS
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 of the information.

JOB REQUIREMENTS
Minimum Education, Certification and Experience Requirements
Education

• Prefer a bachelor's degree or its equivalent and 2-4 years of experience in the field or a related area

Experience

• Experience with Windows, iOS, and Android operating systems and hardware knowledge and experience required. Minimum 1-year
• Experience working in a Customer Service environment required
• 2-year experience working in a hearing aid manufacturing environment preferred
• 2-4 years of experience in the field or a related area

Knowledge / Technical Requirement

• A high degree of computer literacy
• Windows OS, MS Office, MS Outlook, PowerPoint

Competencies, Skills & Abilities

• Excellent oral and written communication skills required across groups that include, customers, consumers, and colleagues
• Ability to understand technical information is needed.
• Ability to understand and communicate technical information to a variety of disciplines
• Excellent organizational skills
• Excellent problem-solving skills
• Excellent people skills
• Ability to adapt to an ever-changing marketplace
• Ability to work well with people required, including in-person and by telephone.

WORK CONTEXT
Working Conditions

• Regular attendance and responsiveness to reasonable job-related directives as given by the supervisor required.
• Sit approximately 60-70% of the time, move 30% of the time.
• May need to travel occasionally

#LI-MP1
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)