Product & Support Specialist

Purpose of the Position/Job Summary

To assist the day-to-day operations of the Client Services team by ensuring a high level of product knowledge across the group. Providing the group with high level understanding of hearing devices, as well as ongoing support of evolving Demant portfolio will help CSRs provide better service to customers. This role will be involved in the daily activities and operations of CS and liaise with other departments to support CS members

Responsibilities

• Liaise with Aud. support 
• Support CSRs by providing comprehensive and ongoing product support 
• Support call-backs and pending orders 
• Support CSRs with customer care line 
• Aid in onboarding for CSRs- industry info, hearing aid parts and pieces, Demant portfolio 
• Documentation & Resources for product support 
• Assist with employee tour 
• Develop/implement department KPIs for products related knowlede 
• Handle end user or customer escalations that are product focused 
• Assist in sales queries
• Act as a liaison between Client Services and Sales, Operations, Audiology, and other internal departments as required 
• Create and analyze performance on an ongoing basis to identify trends and opportunities for improvment, need for further training 
• Indentify department training needs, schedule training, and maintain up to date training records
• Maintain a broad knowledge base related to products 
• May work on special projects or perform other duties as assigned by Manager 
• Drive the Company Culture in the department and throughout the Company to ensure unity of purpose and fulillment of the Company's Commitment and Promise

Competencies

• Minimum of 3 years experience working as a hearing care professional
• Experience working with an ERP system (Navision is an asset
• Proficient with Microsoft Office programs (Word, Excel, PowerPoint, etc.) 
• Excellent interpersonal and communicatio skills to intercat with customers and team members 
• Effective and professional telepone/email etiquette with a strong customer focus

Qualifications

To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.