Consumer Helpdesk Specialist I (remote)

Would you like an opportunity to improve people’s lives? Are you seeking a technically oriented customer service position? Are you interested in “gadgetry”? Join the WSA family today! WSA, a leader in the hearing health care industry, has immediate openings for a Consumer Helpdesk Specialist. Candidates will work remotely from home (high-speed internet access required). Our company offers a wide variety of benefits to employees, including Health, Dental, Vision, Life Insurance, 401(k) with a generous company match, holidays and Paid Time Off (PTO), and other company-paid benefits.

Through phone, chat and email communication, the applicant will be responsible for supporting consumers (patients) who wear our hearing aids in tandem with our related apps and accessories. WSA hearing aids are recognized as the premium hearing care solution in the industry.

More specifically, the CHS handles direct consumer support requests via phone, chat, and email, such as troubleshooting hearing aid connectivity with smartphones, apps, and other accessories. Additional questions regarding connectivity of accessories to other devices, general app usage and troubleshooting will also be handled. The CHS will apply technical and problem-solving skills to identify and resolve problems or questions from consumers. It is essential that the CHS document all activities by logging patient contacts and support incidents (problem to resolution) into our Salesforce system.

These positions report to the Manager of Technical Support.

Qualifications

• 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
• Must be familiar with Microsoft Office applications as well as USB and Bluetooth technology
• A thorough understanding of both Apple iOS and Android operating systems and app installation and troubleshooting
• Candidates must demonstrate the ability to understand new concepts and apply their current knowledgebase to solve evolving problems

Education

• BS/BA in related discipline or equivalent combination of education and at least 2 years of technical consumer helpdesk support experience.

LIFESTYLE &amp BENEFITS:

• Comprehensive Benefits Package
• Paid Holidays &amp PTO Policy
• 401k Matching Program
• Employee, Family &amp Friends Hearing Aid Discount Program
Service Days &amp Diversity, Equity &amp Inclusion Initiatives

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.