Customer Service Representative
Starkey Hearing Technologies, Eden Prairie, Minnesota, United States, 55344
Company Overview
Starkey Hearing Technologies is a privately held, global hearing technology company headquartered in Eden Prairie, Minnesota. Founded by Bill Austin in 1967, Starkey is known for its innovative design, development, and distribution of comprehensive digital hearing systems. Starkey is the only American-owned and operated provider of hearing technologies. We have more than 5,000 employees, operating in 24 facilities and doing business in more than 100 markets worldwide.
Position Summary
The Special Instruments Customer Service Representatives are responsible for handling challenging calls from Hearing Professionals regarding Audiometric equipment software (modules, Databases, etc.) and PC issues. This role involves responding to operator errors, error messages from browsers, client software packages, office management systems, Audiometric Equipment, and mobile devices. The representative will serve both external and internal customers via phone, email, screen sharing, and instant messaging, providing support with passion, purpose, and excellence while adhering to company policies and promoting a positive team environment.
Job Duties
Customer Service
Support customers with operational questions related to audiological equipment.
Assist customers with software issues related to operating systems, networks, and industry software (Noah, Inspire, Maestro, etc.).
Remotely troubleshoot hardware issues related to audiometric equipment, programmers, modification equipment, sound rooms, and related items.
Document inbound and outbound calls in the corporate tracking system (Customer First or similar CRM).
Sales Support
Assist customers and sales teams in selecting appropriate audiometric, programming, modification, and computer equipment.
Collaborate with customers and sales to create quotes.
Create orders and communicate lead times to customers and sales teams.
Training
Provide on-the-job training for audiometric equipment and software updates (Noah, Maestro, Otometrics, etc.).
Train on internal software such as Customer First, Oracle, LogMeIn, etc.
Service
Assist customers with support incident numbers for service or calibration submissions.
Update firmware on customer equipment.
Update speech files on audiometers.
Requirements Education High school diploma required. A bachelor’s degree or equivalent, along with 2-4 years of relevant experience, is preferred but not mandatory.
Experience
Extensive knowledge and experience with operating systems and hardware; minimum 1 year required.
Customer service experience required.
Experience in a hearing aid manufacturing environment is preferred.
Knowledge
High computer literacy.
Proficiency with Windows OS, MS Office, MS Outlook, PowerPoint.
Basic knowledge of audiometric equipment such as audiometers and real ear measurement systems.
Skills & Abilities
Excellent oral and written communication skills.
Ability to understand and communicate technical information across disciplines.
Strong organizational and problem-solving skills.
Excellent interpersonal skills.
Adaptability to a changing marketplace.
Ability to work well with people in person and via telephone.
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Starkey Hearing Technologies is a privately held, global hearing technology company headquartered in Eden Prairie, Minnesota. Founded by Bill Austin in 1967, Starkey is known for its innovative design, development, and distribution of comprehensive digital hearing systems. Starkey is the only American-owned and operated provider of hearing technologies. We have more than 5,000 employees, operating in 24 facilities and doing business in more than 100 markets worldwide.
Position Summary
The Special Instruments Customer Service Representatives are responsible for handling challenging calls from Hearing Professionals regarding Audiometric equipment software (modules, Databases, etc.) and PC issues. This role involves responding to operator errors, error messages from browsers, client software packages, office management systems, Audiometric Equipment, and mobile devices. The representative will serve both external and internal customers via phone, email, screen sharing, and instant messaging, providing support with passion, purpose, and excellence while adhering to company policies and promoting a positive team environment.
Job Duties
Customer Service
Support customers with operational questions related to audiological equipment.
Assist customers with software issues related to operating systems, networks, and industry software (Noah, Inspire, Maestro, etc.).
Remotely troubleshoot hardware issues related to audiometric equipment, programmers, modification equipment, sound rooms, and related items.
Document inbound and outbound calls in the corporate tracking system (Customer First or similar CRM).
Sales Support
Assist customers and sales teams in selecting appropriate audiometric, programming, modification, and computer equipment.
Collaborate with customers and sales to create quotes.
Create orders and communicate lead times to customers and sales teams.
Training
Provide on-the-job training for audiometric equipment and software updates (Noah, Maestro, Otometrics, etc.).
Train on internal software such as Customer First, Oracle, LogMeIn, etc.
Service
Assist customers with support incident numbers for service or calibration submissions.
Update firmware on customer equipment.
Update speech files on audiometers.
Requirements Education High school diploma required. A bachelor’s degree or equivalent, along with 2-4 years of relevant experience, is preferred but not mandatory.
Experience
Extensive knowledge and experience with operating systems and hardware; minimum 1 year required.
Customer service experience required.
Experience in a hearing aid manufacturing environment is preferred.
Knowledge
High computer literacy.
Proficiency with Windows OS, MS Office, MS Outlook, PowerPoint.
Basic knowledge of audiometric equipment such as audiometers and real ear measurement systems.
Skills & Abilities
Excellent oral and written communication skills.
Ability to understand and communicate technical information across disciplines.
Strong organizational and problem-solving skills.
Excellent interpersonal skills.
Adaptability to a changing marketplace.
Ability to work well with people in person and via telephone.
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