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Troubleshooting Customer Service Specialist

Apply now Job no: 615395
Work type: Permanent
Location: Denver, Colorado, Lone Tree, Colorado
Categories: Customer Service, North America, Individual Contributor

Troubleshooting Customer Service Specialist (Associate Device Support Specialist)  

Position Spotlight!

  • Applicants must reside in Denver Metro Area to be considered
  • Phone-based role answering inbound calls from recipients
  • Hours of operation are 6:00am – 6:00pm Monday through Friday, with occasional Saturday availability as needed
  • Offers in-person training period, and then the option for a hybrid work environment – 2 days in our Lone Tree office, and 3 days from home

Change people’s lives and love what you do!  Cochlear is the most recognized brand in hearing health care.

About the role

In order to help Cochlear make a difference in people’s lives and support our customers, we are recruiting for an Associate Device Support Specialist in our Americas head office based in Lone Tree, CO.  

In the first 90 days in this role, you will learn the skills needed to assist in navigating multifaceted, complex, troubleshooting scenarios. You will demonstrate the ability to utilize Cochlear’s systems to process and document warranty exchanges on products through service orders, all while demonstrating a high degree of empathy, sensitivity, and perseverance. You will utilize multiple programs and systems across dual monitors while answering questions over the phone. This role consistently uses critical thinking and problem-solving capabilities to ensure complex customer inquiries are resolved effectively.

Key Responsibilities

  • Provide world class experience to our implant recipients or an individual on behalf of a recipient by providing responsive and complete service through telephone interactions
  • Anticipating customer’s product and service needs, as well as handle and document complaints regarding external equipment and customer concerns
  • Possess in‐depth product knowledge for all Cochlear Implant and Baha Implant product lines and Cochlear accessories, including wireless components, remote assistants, made for iPhone, Android, and smart apps
  • Utilize product knowledge to address customer inquiries and provide troubleshooting guidance or advice with external equipment issues and Cochlear’s integrated systems
  • Maintain a working knowledge of Cochlear’s in and out of warranty policies to accurately identify and provide options for customers when placing orders
  • Ensure proper customer registration, documentation, and order processing is completed in a timely manner

Key Requirements

To add value to Cochlear in this role you'll be able to demonstrate the following skills and experience in your application and at interview:

  • Bachelor's Degree or Equivalent Work Experience
  • 1-2 years prior customer service experience
  • Positive phone demeanor and proven ability to interact effectively with customers, colleagues, and the hearing impaired with a variety of communication styles
  • Interact effectively with customers and colleagues and defuse and resolve difficult customer service issues in a timely, effective manner.
  • Technical skills and understanding in order to assist our recipients with troubleshooting products

Work Environment

Following the in-person training period, this role offers a hybrid work environment. In order to effectively service our customers remotely, Cochlear requires remote workers to have fast internet connection speeds. A connection speed of 50-100 Mbps is ideal. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Salary and Benefits

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

  • Salary range: $20.83/hr - $21.38/hr, as well as annual bonus opportunity of 5% base salary. Compensation offered to candidate may vary based on work experience, education and/or skill level.
  • Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

COVID-19

In alignment with our organizational principle of providing a safe work environment, employees of Cochlear are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodation. Proof of your COVID-19 vaccination will be required when you begin employment.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference in people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position and utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures, and processes to customers (whether internal or external). 

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more about current openings!

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law.  In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities.  If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

Advertised: Mountain Standard Time
Anticipated Application Closing:

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