Job Description
JOB PURPOSE: Provide technical support to HLT staff and end users, under the direct supervision of the Call Center Technical Support Manager.
SUMMARY OF ESSENTIAL JOB DUTIES:
- Answering inbound technical calls to assist Hearing Instrument Consumers and Customers
- Provide individualized customer service of high-standard at a professional level
- Provide Technical support and resolve problems to the end user’s satisfaction
- Monitor and respond quickly and effectively to calls, emails, and voicemails
- Document internal procedures
- Report issues to the Call Center Support Manager for escalation
- Provide customer and sales support over the phone
- Contribute to the achievement of new product/software launch objectives by providing product/technical support to new and existing staff
- Provide sales information on the phone to call in customers.
SKILLS/QUALIFICATIONS:
- Ability to grasp and understand basic customer information
- Ability to cope and handle complex and difficult technical and consumer situations
- Strong phone etiquette
- 2 or more years’ experience in a Call Center environment
- 2 or more years in a technical capacity
- Experience working with PC hardware and software including general computer and internet knowledge
- Previous work experience within the hearing aid industry required, 5 years is preferred
- Friendly, outgoing personality with the ability to work well with people
- Attention to detail and strong follow-up skills
- Ability to work in a fast pace environment
- High level of dependability and punctuality
EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS:
- High school graduate or holder of a G.E.D. or equivalent training
Qualifications
Additional information
We are an Equal Employment Opportunity Employer.