Audiology Technical Support Supervisor
Location
United States
Posted
12 days ago
Salary
$79.1K - $113K / year
No structured requirement data.
Job Description
Role Description
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. 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.
- 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
- 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
Qualifications
- 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)
Benefits
- 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
Job Requirements
- 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)
Benefits
- 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
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