Audiology Tech Support Supervisor

The Audiology Technical Support Supervisors are the first level of the Audiology Technical Support Leadership team. Their primary focus is being the initial point of contact for escalations as well as mentoring their team members to achieve individual and team KPIs. Audiology Technical Support Supervisors provide leadership to the team and work with Senior Representatives to coach and provide feedback to the front-line agents.

The overall goal of the Audiology Technical Support team is to provide best-in-class service and support in all interactions with hearing care professionals to promote business growth and development.

This is a remote position. Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 – 2 years clinical/field experience in audiological evaluations and hearing aid dispensing.

• Offers an exceptional customer experience in every interaction
• Provides excellent Audiology Technical Support call center coverage on a regular basis to maintain technical skill set
• Assists Audiology Technical Support Manager with staffing, scheduling, reviewing and monitoring PTO plan, skill development, supervision and coordination of all Audiology Technical Support agents
• Provides customer follow-up by phone, e-mail, or letter to ensure customer satisfaction.
• Ensures adequate phone coverage for the call center by monitoring the call flow and queues and assists in answering calls as needed.
• Reports any phone or IT issues promptly and assists the Audiology Technical Support Manager with all audiology technical support related issues when the Audiology Technical Support Manager is unavailable.
• Assists Audiology Technical Support Manager in reviewing and updating current procedures, policies, and standards.
• Evaluates Audiology Technical Support agent phone calls to identify training and quality issues, and provides supervised observation/coaching as needed.
• Assists with investigating and following up with customers on their complaints from start to finish, and in a timely and accurate manner.
• Promotes a positive work environment and excellent teamwork to ensure efficiency and accuracy of work.
• Runs call center reports listing agent statistics and team data, and addresses performance/compliance issues when necessary. Information is shared with the Audiology Technical Support Manager.
• Leads and directs in a manner which inspires employees and produces desired business outcomes
• Conducts regular 1 x 1 meetings with agents, and Mid-Year and Year-End Performance reviews
• Works effectively with other managers and supervisors to create maximum coordination and cooperation within the company
• Provides feedback to the Audiology Technical Support Manager to identify call trends and possible product issues for new product launches and existing products in market
• May perform miscellaneous tasks/projects as directed by the Audiology Technical Support Manager

• Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 – 2 years clinical/field experience in audiological evaluations and hearing aid dispensing.
• Must have strong technical foundation in hearing aids
• Proven history of delivering a best-in-class quality experience
• Minimum of 2 years of audiology experience in a leadership role
• Experience in the de-escalation of challenging customer phone calls
• Teamwork, flexibility, reliability, and strong mentoring skills are required
• Pleasant, friendly, professional manner, with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills
• Strong interpersonal, team building, and leadership skills
• Proven experience facilitating virtual/remote training sessions
• Experience working in a fast-paced environment with proven ability to prioritize and multitask
• Experience working with and supervising a large group
• Requires a positive attitude, ability to work independently or as part of a team and have a genuine interest in people and desire to help.
• Attention to detail and excellent follow up skills
• Experience with quality assurance and auditing calls to identify performance improvement
• Proven history of problem-solving, thinking outside the box, and being able to identify issues or trends
• Ability to adapt quickly to changing business needs and processes
• Able to successfully manage projects
• Proficient in working with Microsoft Office
• Must have minimum high internet speed of 50 mbps (hard wired with Cat 5 cable and router)
• What we have to offer:
  Medical, dental, prescription, and vision benefits
  24/7 virtual medical care
  Employee Assistance Program for you and your family
  401(k) with company match
  Company-paid life insurance
  Supplemental insurance for yourself, your spouse/partner, and your children
  Short-term and long-term disability insurance
  Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
  Pet Insurance
  Commuter accounts
  
  The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
  
  The pay range for this position is expected to be between $79,100 to $113,000 yearly; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
  
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