Consumer Tech Support Spec.

Position : Consumer Tech Support Specialist

Reports to Title : Consumer Tech Support Manager

Department / Division : Technical Support

Primary Work Location : Bloomington, MN

Job Code / Classification : Non-Exempt

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

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

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

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.

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 bloomington-humanresources@gnresound.com . 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.

LI-ReSound

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

GN was founded more than 150 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with the broadest portfolio of products and services in our history – fostering a sense of community, openness, and understanding.

By listening to customers and combining our unique expertise in the human ear, audio, video, and speech, wireless technologies, software, and miniaturization, we transform what it takes to bring people closer to what is important to them.

The GN-owned brands that are responsible for bringing these technologies to life :

Medical grade hearing technology : ReSound (https : / / www.resound.com / en) , Beltone (https : / / www.beltone.com / en) , Interton (https : / / www.interton.com / en) , Jabra (https : / / www.jabra.com / hearing)

Professional collaboration : Jabra (https : / / www.jabra.com / ) , BlueParrott (https : / / www.emea.blueparrott.com / ) , FalCom (https : / / falcom.gn.com / )

Gaming, calls and media : SteelSeries (https : / / steelseries.com / ) , Jabra (https : / / www.jabra.com / )

Founded in 1869, the GN Group employs 7,000 people and is listed on Nasdaq Copenhagen (GN.CO). GN’s solutions are sold in around 100 countries across the world.

If you would like to learn more about us, visit our homepage gn.com or click on our different brands. You can also connect with us on LinkedIn (https : / / www.linkedin.com / company / gn-store-nord / ) , Facebook (https : / / www.facebook.com / gnstorenord / ) and Twitter (https : / / twitter.com / gnstorenord) .

Salary : $22 - $24