The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help on technical issues. These concerns involve hearing devices, accessories, wireless connectivity, product training, and policy clarification.
Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better.
Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible.
We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.
Watch this video to see more of what sets Starkey apart.
https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6
JOB SUMMARY DESCRIPTION
The Customer Service Technical Support Representative handles challenging calls from professionals and consumers seeking help on technical issues. These concerns involve hearing devices, accessories, wireless connectivity, product training, and policy clarification. The Technical Support Representative will serve the Company’s external consumers using various platforms, including phone, emails, web chat, and instant messaging. In this role, the individual will help our consumers with passion, purpose, and excellence while following company policies and procedures. They will be responsible for upholding the values and culture of the department through positivity and teamwork. The Customer Service Technical Support Representative will model high-quality service and focus on serving with passion, purpose, and excellence.
JOB RESPONSIBILITIES
Meet Key Performance Indicators as defined by Management
Attend regional or corporate training session each pre-product release
Complete the required internal training
Communicate consumer feedback and needs through management.
JOB REQUIREMENTS
Minimum Education, Certification and Experience Requirements
Education
Experience
Knowledge / Technical Requirement
Competencies, Skills & Abilities
WORK CONTEXT
Working Conditions
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