Overview

 

Senior Audiology Technical Support Representatives are our most experienced representatives, having a proven track record of providing a "Best in Class" experience for our customers. The role of the Senior Audiology Technical Support Representative is to provide audiological support to hearing care professionals related to our hearing aid technology, provide administrative support to the department's supervisors and manager, and provide training to Audiology Technical Support team members and new hires within the department. The overall goal of the Audiology Technical Support team is to provide world-class service and support in all interactions to promote business growth and development.

 

Responsibilities

Customer / Technical Expertise

• Offers an exceptional customer experience in every interaction
• Provides hearing aid fitting solutions and recommendations
• Completes technical troubleshooting of instruments and software
• Provides technical assistance related to shell and production manufacturing
• Enters orders for hearing instruments and accessories when selling opportunities arise
• Logs calls, customer complaints, and maintains B2B cases in Salesforce

Team Support & Mentorship

• Serves as a subject matter expert and resource for Audiology Technical Support agents
• Assists with skill development for new hires
• Conducts one-on-one training sessions as needed
• Supports onboarding and training initiatives for new team members

Operational & Leadership Support

• Coordinates daily schedules using the Workforce Management tool as needed
• Monitors team needs and supports leadership in maintaining effective phone coverage
• Assists leadership with documenting departmental policies and procedures
• Identifies call trends and shares insights with leadership

Process Improvement & Projects

• Participates in department projects and initiatives assigned by leadership

• Proactively identifies opportunities to improve team processes, resources, or training materials and collaborates with leadership to implement improvements

• Seeks opportunities to improve efficiency, workflows, and tools
• Assists with development and delivery of team training materials
• Recommends enhancements to support engagement, learning, and performance

Team Culture

• Promotes a positive, collaborative work environment

Supports the development of a high-performing team

Qualifications

• 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.
• Must have strong technical foundation in hearing aids
• Proven history of delivering a best-in-class customer experience
• Demonstrated history of strong individual performance, consistently meeting or exceeding team KPIs while maintaining high quality and customer satisfaction
• Demonstrated ability to guide and support peers through complex customer situations while maintaining a calm and professional approach
• Minimum of 2 years’ experience in Audiology Tech Support call center
• Experience in the de-escalation of challenging customer phone calls
• Pleasant, friendly, professional manner, with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills
• Strong interpersonal, team building, and leadership skills
• Proven experience facilitating virtual/remote training sessions
• 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

What we have to offer:Medical, dental, prescription, and vision benefits24/7 virtual medical careEmployee Assistance Program for you and your family401(k) with company matchCompany-paid life insuranceSupplemental insurance for yourself, your spouse/partner, and your childrenShort-term and long-term disability insurancePre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent CarePet InsuranceCommuter accounts  The pay range for this position is expected to be between $95000 to $100000 per year; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.