Audiology Tech Support - Remote (PST/MST)

Overview:

Audiology Technical Support agents provide front line heavy customer contact and direct audiological support to all hearing care professionals.  Performance of routine and complex tasks related to all aspects of hearing aid technology and audiological support is the primary focus of the role. 

The overall goal of the Audiology Technical Support team is to provide best-in-class service and support in all interactions with hearing care professionals to promote business growth and development.

The Working Hours for this position will be 11:30 am EST to 8:30 pm EST. This is a non-negotiable for the role. 

• Offers an exceptional customer experience in every interaction
• Provides hearing aid fitting solutions and recommendations to customers
• Completes technical troubleshooting of instruments and software
• Provides technical assistance with solving issues related to shell and production manufacturing
• Assists in developing training programs for team members
• Enters orders for hearing instruments and accessories as selling opportunities present during technical calls
• Logs calls, customer complaints and creates/maintains B2B cases and contacts in Salesforce
• Performs role-play exercises with new hires as needed
• Assists in general chat support for the team
• Ability to work in a fast-paced environment
• Establishes collaborative relationships with both our customers and company colleagues
• Meets or exceeds KPI requirements
• May perform miscellaneous tasks/projects as directed by Audiology Tech Support Manager

• Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 – 2 years clinical/field experience in audiological evaluations and hearing aid dispensing.
• Proven ability to interact directly with customers and support their needs by providing technical expertise, collaboratively engaging to provide solutions, and building rapport
• Pleasant, friendly, professional manner, with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills
• Experience working in a fast-paced environment with proven ability to prioritize and multitask
• Requires a positive attitude, ability to work independently or as part of a team and have a genuine interest in people and desire to help.
• Attention to detail and excellent follow up skills
• Flexible team player
• Proficient in working with Microsoft Office
• Must have minimum high internet speed of 50 mbps (hard wired with Cat 5 cable and router)