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

About Us

At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.
What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

GN ReSound welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. ReSound is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 7,000 employees. 

Depending on your work location, the target hourly rate for this position can range from $22.00 - $24.00.  Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience.  To remain competitive, GN offers a competitive benefits package, including health insurance, a 401(k) plan, paid time off and paid holidays.

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.