Consumer Tech Support Spec.

As part of the Consumer Technical Support team, you will deliver customer focused support through phone and email relating to ReSound hearing aids, wireless accessories, and mobile devices. Help to resolve issues and questions while providing basic product information and assistance. Most importantly, you will help empower the end user through knowledge and understanding of their devices.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

· 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.

Competencies (Knowledge and Skills needed for this position.), · Was an Audiologist Assistant or worked in hearing aid manufacturing and/or industry experience *GN ReSound a plus

· Working knowledge of Salesforce

Other:

· Follow all company and department policies and procedures.

· Meet all performance and behavior expectations outlined in the company performance appraisal and / or communicated by management.

· Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.

· Follow good safety practices in all activities.

· Establish and maintain positive and productive work relationships with all staff, customers, and business partners.

· Demonstrate the behavioral and technical competencies necessary to effectively complete position responsibilities. Take personal initiative for technical and professional development.

· 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

Desired Qualifications

Preferred Education:

· Some college or relevant combination of experience and education

Experience (Required):

· 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

Experience (Preferred):

· 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.

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, 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.

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., 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., 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.

GN was founded more than 150 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with the broadest portfolio of products and services in our history - fostering a sense of community, openness, and understanding.

By listening to customers and combining our unique expertise in the human ear, audio, video, and speech, wireless technologies, software, and miniaturization, we transform what it takes to bring people closer to what is important to them.

The GN-owned brands that are responsible for bringing these technologies to life:

• Medical grade hearing technology: ReSound (https://www.resound.com/en) , Beltone (https://www.beltone.com/en) , Interton (https://www.interton.com/en) , Jabra (https://www.jabra.com/hearing)
• Professional collaboration: Jabra (https://www.jabra.com/) , BlueParrott (https://www.emea.blueparrott.com/) , FalCom (https://falcom.gn.com/)
• Gaming, calls and media: SteelSeries (https://steelseries.com/) , Jabra (https://www.jabra.com/)

Founded in 1869, the GN Group employs 7,000 people and is listed on Nasdaq Copenhagen (GN.CO). GN’s solutions are sold in around 100 countries across the world.