Customer Solutions Specialist

About the Role

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Key Responsibilities

• Initial point of contact for end-user requests for assistance through phone calls and the IT ticketing system.
• Create and allocate new IT requests.
• Work "Level 1" ticket requests.
• Communicate with vendors and internal IT staff to open, follow up on, and escalate trouble tickets.
• Use the existing ticketing system and inventory management system for communication and documentation.
• Manage open tickets.
• Report on Service Desk analytics.
• Follow standard procedures for purchasing supplies for end-users and retail clinics as needed.
• Document and maintain an accurate inventory of all new and retired assets.
• Perform administrative duties and special projects, as assigned by IT management.

Requirements & Tech Stack

• Excellent interpersonal and social skills; the ability to be flexible and easily adapt to changing priorities.
• Strong interest in learning new skills and new technologies.
• Excellent customer service and team-based work mindset; patient and a positive attitude.
• Previous IT support, administrative or customer service work experience preferred.
• Advanced Microsoft Office skills (O365, Word, Excel, PowerPoint, Outlook).
• Willingness and ability to learn and use new computer programs/applications.
• Ability to work with close attention to detail with a high degree of accuracy in a fast-paced environment.
• Ability to follow procedures and respect confidentiality.
• Ability to communicate detailed or technical information clearly, accurately, and concisely.
• Inventory Management experience is a plus.

Lifestyle & Benefits

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