Job Description
Job Title: Audiology Product Technical Support AdvisorLocation: ChesterSalary: £32,000 - £35,000 per annumJob Type: Full time, PermanentThe hours of work are: Monday-Friday 8:30am-4:30pm and 9:30am-5:30pm (rota basis)There may be a requirement for occasional weekend workingAre you interested in a career with WSA?Due to continued growth at our Chester office, we have an exciting opportunity of Audiology Product Technical Support Advisor within our Customer Experience team.WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.Key Responsibilities:The successful candidate will:Provide Level 2 support to external customers, handling all escalations received from level 1 advisors as part of the Service Operating model, where more technical product support is required on Hearing aid products and related Apps, accessories, and software, as well as hearing aid fitting and audiology supportEscalation of cases to level 3 Advisors where further support is requiredInvestigation into quality complaints and escalation via QMS process to ensure resolution as per regulationsProvide trouble shooting solutions to support customer queries and capture in local CRM to ensure trends can be monitoredAbout you:Essential ExperienceThe successful candidate will:Have experience of product technical support to external customersHave a minimum of two years experience working within product technical support positionHave a strong interest in IT and product technical supportHave the ability to learn complex product portfolios across multiple brandsHave Customer email and live chat experienceBe enthusiastic and have a positive can-do attitudeHave the ability to multitaskHave case management experience managing own workloads and prioritiesHave a desire for continuous improvement always looking for ways to improve ways of workingHave knowledge of CRM softwareHave experience working towards strict KPIs and targetsHave the ability to work across multiple screens, navigating various systems simultaneouslyDesirable:It is desirable but not essential that the successful candidate will have:Audiology experienceExperience of handling and resolving complex complaintsExperience working in the audiology industry is highly desirablePreviously worked in a B2B customer relationship environmentExperience of salesforceBenefits:The Audiology Product Technical Support Advisor will be rewarded with a fantastic benefits package including:26 days annual leave plus bank holidaysCompany bonus schemeContributory pension schemeLife assuranceFree onsite parking and moreThis is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.If you have previous experience in technical support and are interested in learning more about the vacancy, wed love to hear from you!Candidates with experience of: Product Support Adviser, Product Technical Support, Product Support Adviser may also be considered for this role.TPBN1_UKTJ