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Hearing Care Technical Support Specialist
2 months ago
Remote | United States
Saturdays 8 am – 5 pm after 4-6 week training program
Must be able to work Friday after Thanksgiving and Christmas Eve
Hearing Care Technical Support Specialist
In a world where sound is essential, our mission is to provide meaningful solutions. As a premier provider of advanced hearing care products, we are more than just a company; we are a dedicated team focused on enhancing the joy of hearing.
The Technical Support Audiologist will play a crucial role in addressing all customer inquiries, concerns, and requirements promptly, courteously, and professionally to foster customer loyalty towards our products. Support is provided by the Training Team for onboarding and ongoing education, the Quality Team for call evaluations to ensure exceptional service, and collaboration with Production and Product Management to resolve product-related issues.
Key Responsibilities:
Deliver fitting recommendations and troubleshooting assistance while proactively identifying customer needs. Exhibit strong critical thinking and problem-solving abilities to excel in this position. A commitment to providing our hearing healthcare partners with outstanding customer service and accurate technical information is essential. Maintain a positive, energetic, and resilient demeanor while managing an average of 40+ inbound calls daily. Assist hearing healthcare professionals across various channels in selecting, fitting, and troubleshooting products to ensure optimal patient outcomes. Document customer interactions to support internal and external colleagues. Seek opportunities to enhance technical knowledge and foster relationships. Pursue professional development and demonstrate a willingness to grow within the organization. Show flexibility and innovative thinking in every customer interaction to reinforce our status as the preferred provider. Perform additional duties as assigned by management.Qualifications:
AuD in Audiology preferred; a master's degree will be considered. 4-5 years of clinical dispensing experience, ideally in diverse environments and with both pediatric and adult populations. Familiarity with the Phonak product range and associated software. Strong troubleshooting skills across various areas, including hearing aids and accessories. Highly organized and technically proficient. Ability to work independently. Involvement in multiple business aspects and support materials. Subject Matter Expertise in various domains. Commitment to confidentiality. Demonstrated informal leadership and pursuit of developmental opportunities. Ability to manage multiple tasks in a fast-paced environment. Excellent verbal and written communication skills. Dedication to delivering an exceptional customer experience. Focus on quality, accuracy, and productivity. Proficiency with operating systems (e.g., Outlook, Microsoft Office, CRM/ERP is a plus). For remote candidates, the ability to demonstrate compliance with internet connectivity requirements is essential. Flexibility in working hours to accommodate service center operations is preferred.Note: If you do not meet all the criteria but are eager to learn, we encourage you to reach out.
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required for remote/hybrid roles.
