Consumer Helpdesk Specialist - 11:30AM - 8:00PM EST Shift (Hybrid)

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

• Office location – Hauppauge, New York or Iselin, New Jersey (hybrid)

• Hours – 11:30AM – 8:00PM EST M-F

• Hourly Rate Range – $26.00- $28.00 per hour

Responsibilities:

• Provide standard technical support to consumers regarding hearing aid related technologies, apps, accessories, and Bluetooth via inbound phone and email contacts and documents interactions in the CRM system

• Through phone, chat and email communication, the Consumer Helpdesk Specialist will be responsible for supporting consumers (patients) who wear our hearing aids in tandem with our related apps and accessories.

• Handle direct consumer support requests via phone, chat, and email, such as troubleshooting hearing aid connectivity with smartphones, apps, and other accessories.

• Handle questions regarding connectivity of accessories to other devices, general app usage and troubleshooting

• Apply technical and problem-solving skills to identify and resolve problems or questions from consumers.

• Document all activities by logging patient contacts and support incidents (problem to resolution) into our CRM system.

• Participates in disseminating standard product knowledge through 1-on-1 meetings with manager and team meetings.

Qualifications:

• BS/BA in related discipline or equivalent combination of education and at least 2 years of technical consumer helpdesk support (specializing in audio/visual equipment) experience.

• Must be familiar with Microsoft Office applications as well as USB and Bluetooth technology

• Must demonstrate a thorough understanding of both Apple iOS and Android operating systems and app installation and troubleshooting

• Excellent verbal and written communication skills are necessary, in addition to interpersonal skills

• Experience working closely with other team members in a virtual environment

• The ability to communicate technical information and instructions effectively

• Candidates must demonstrate the ability to understand new concepts and apply their current knowledgebase to solve evolving problems

• Basic knowledge of fundamental concepts, practices, and procedures related to troubleshooting consumer electronics and mobile operating systems.
  

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.