Position Overview
Direct audiological and technical support to all hearing care professional accounts. 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 seamless, top-tier customer service and support.
Responsibilities
Provide Outstanding Service to hearing care provider accounts:
- Maintain good attendance and adherence to schedule.
- Provide hearing aid fitting solutions and recommendations for hearing care professionals
- Supports in technical troubleshooting of devices, SyncLync fitting software/smartphone app and NOAH for
- hearing care professionals
- Answer and respond to a high volume of phone calls, emails from customers in need of assistance with hearing aids
- and associated technologies
- Enters orders for hearing aids and accessories as selling opportunities present during technical calls
- Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
- Log calls, customer complaints and creates/maintains B2B cases and contacts in Salesforce
- Escalate necessary cases to direct manager for potential FDA reporting
- Assists in developing training programs for SyncLync team members
- Adherence to quality control and hearing aid technical workflows
- Efficiently utilize tools and resources
- Identifies key customer trends and communication with appropriate stakeholders
- Achieve and maintain posted KPIs including but not limited to order accuracy, availability, and quality.
- Promote a positive and collaborative team atmosphere with co-workers.
- Build and maintain working knowledge of products.
- Complete all required training and ongoing education.
- Other projects as needed
Requirements
Education and Experience:
- Candidate must have an Audiology Degree of M.S./M.A./Au.D.
- 2 – 3 years clinical/field experience in audiological evaluations and hearing aid dispensing
Other Requirements:
- Advanced knowledge of Microsoft Office suite and CRM systems
- Excellent written and verbal communication skills
- Think critically to analyze and solve problems
- Maintain a positive approach with consumers and co-workers
- Ability to work independently or as part of a team
- Experience working in a fast-paced environment with proven ability to prioritize, multitask and attention to detail
Skills
- Effective interpersonal, verbal, and written communication skills; both audiology specific and general terms
- Cross functional/departmental collaboration
- Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current wor
- processes; and assisting others when necessary.
- Effective Decision Making
- Unwavering attention to detail and commitment to world-class quality
- Demonstrates respect for others.
- Versatility, agility and willingness to learn.
- Operates with a high degree of personal accountability.
- Projects a positive and professional demeanor to all internal and external customers and business partners
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:
- Health & Dental Insurance
- Company paid Life Insurance
- 401(k)
- Paid Time Off benefits
- Product discounts
- Wellness programs
