Note: The job is a remote job and is open to candidates in USA. ReSound is a company that specializes in intelligent hearing solutions. They are seeking a Consumer Tech Support Specialist to provide exceptional customer service and technical support for their hearing aids and related devices through phone and email interactions.
Responsibilities
- 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
Skills
- 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
- 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
- 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
- Some college or relevant combination of experience and education
- 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
- Was an Audiologist Assistant or worked in hearing aid manufacturing and/or industry experience *GN ReSound a plus
- Working knowledge of Salesforce
Benefits
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Discounted GN Group products
- Health insurance
- A 401(k) plan
- Paid time off
- Paid holidays
Company Overview
- ReSound is part of GN Group, the global leader in intelligent audio solutions that let you hear more, do more and be more than you ever thought possible. It was founded in 2007, and is headquartered in Shenzhen, Guangdong, CHN, with a workforce of 1001-5000 employees. Its website is http://www.newplan.com.cn.