Phonak LLC is seeking a Technical Support Representative (TS I) to join the team supporting consumers across the country. The TS I is responsible for communicating to consumers via phone calls, written communication, and social media. When appropriate, the TS I will partner with the consumer's hearing healthcare professional to develop a solution appropriate for the consumer's need.
The Technical Support Representative (TS I) will be primarily responsible for effectively responding to all consumer inquiries, concerns and needs in a timely, friendly, supportive, accurate and professional manner in order to increase consumer commitment to Phonak. Previous experience in clinical dispensing with Phonak products is a plus. The TS I will be responsible for providing referrals to local hearing healthcare professionals, answering product questions, and completing accessory pairing and troubleshooting, all while supporting the relationship Phonak has with our customer, the hearing healthcare professional. Ability to successfully demonstrate exceptional critical thinking and troubleshooting skills are a must to be successful in this role. A passion for providing our consumers with superior customer service as well as technical information will ensure that the TS I is consistently providing accurate information as well as follow-through in addressing outstanding concerns. A positive, energetic, stress-resistant attitude is necessary to successfully support consumers.
Technical Support Representatives are supported via the Training Team for new product and re-training needs, the Quality Team in reviewing calls to confirm we continue to provide an exceptional customer experience, colleagues in Production and Product Management to address product issues, Customer Care Leadership in developing career paths and HR in managing benefits, etc.
Support the consumer regardless of channel, ensuring exceptional patient benefit and success.
Support our internal and external colleagues by documenting consumer contacts, identify opportunities to enhance technical and troubleshooting resources and acumen, continue to develop professionally by demonstrating a desire to learn and grow within the organization, demonstrate flexibility and out-of the-box thinking, and endeavor with every consumer contact to secure our position as the manufacturer of choice, and other duties as assigned by your Manager.
Hearing Aid Dispensing experience a plus
General Skills and Attributes:
Excellent troubleshooting/problem-solving skills
Demonstrated desire to learn and grow in the profession
Ability to multi-task in a fast-paced environment
Excellent verbal and written communication skills
Comfort with operating systems (ex. Outlook, Microsoft Office, CRM/ERP a plus)
Commitment to an exceptional Consumer Experience
Phonak LLC, headquartered in Warrenville, IL, was founded in 1989 and is the largest group company within Sonova. It manufactures and distributes digital hearing instruments and wireless accessories to hearing health professionals throughout the United States.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.