Consumer Tech Support Spec.

Position Overview
The Customer Technical Support (CTS) Representative provides phone-based technical support to consumers, primarily assisting with connectivity between hearing devices and mobile applications. This fully remote role requires strong technical aptitude, effective communication skills, and the ability to work independently in a self-guided environment. The position involves a high volume of calls and emails and plays a key role in delivering a positive customer experience through efficient troubleshooting and support.

Key Responsibilities: 
- Typically reports to the Customer Service Team Lead or Customer Service Manager
- Under broad direction and some supervision executes day-day operational activities in defined area(s), processes and procedures key to business delivery and customer satisfaction ambitions, such as order entry, order management, customer calls or technical support
- Acts as a liaison between sales and customers
- Executes service level improvement as directed by direct manager 
- On-boarding of new hires
- Provide training to new and current team members on systems, processes, and product as assigned by Manager/Supervisor
- Monitoring and scoring of team member interactions with customers
- Continuous coaching of all team members
- Work with Supervisor to assist with setting of tone and direction of team
- Serve as technical resource for other team members
- In Supervisor’s absence provide point of contact for team members to answer questions and resolve issues if applicable

Desired Qualifications

- Education with a 2 - 4 Years degree or 3 - 5 years of relevant experience 
- Some leadership experience preferred but not required 
 

Position Type and Expected Hours of Work: 
Monday – Friday standard business hours between 9:30 AM to 6:00 PM CST
Working Environment: Remote

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.

Candidates must be able to reliably work on-site three days per week as outlined above.

About Us

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.

What We Offer

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

- Discounted GN Group products

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today.
 

Pay Transparency Notice: 

Depending on your work location, the target annual salary for this position can range from $22 - $24/hr.  In addition, you may be eligible for a discretionary bonus.  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 annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays. GN 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.