What are the responsibilities and job description for the Technical Customer Service Specialist position at C20 Cochlear Americas (USA)?
Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care. Technical Customer Service Specialist - Start Date January 5th! aka Device Support Specialist Location: Lone Tree, CO Make a difference in someone’s life every single day. At Cochlear, we help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes. Who we are As the global leader in implantable hearing solutions, we have provided more than 600,000 implantable devices – more than any other company – helping people of all ages to hear and connect with life’s opportunities. Who we are looking for Mission driven, compassionate, and engaging individuals to join our Customer Experience team at Cochlear as Device Support Associates in our contact center. In this role you will provide a world class customer experience to recipients, patients, clinicians, consumers, caregivers and/or family members of recipients. What you will do Wow our customers with every single interaction. Be a product mentor on all Cochlear product lines and accessories, including wireless components and smart phone apps. Act as a customer advocate who troubleshoots and provides technical support for implantable and acoustic devices. What you will need The drive to go above and beyond to serve our customers. We seek those who are attuned to the needs of hearing-impaired individuals and can patiently engage to solve customers' needs. Technical aptitude and a solution driven mindset to coach and guide customers in pinpointing, diagnosing, and rectifying technical issues. Effective communication and multitasking skills and abilities to efficiently resolve customer issues while maneuvering through various systems and tools. Effective verbal and written communication skills to interact with customers via phone, email, and chat. Why you will love working with us In addition to career development & training opportunities, we offer competitive wages and benefits. Salary range: $22.00/hr - $25.00/hr. Annual bonus opportunity of 5% Competitive medical, dental, vision, life & disability insurance 401(K) with 5% company match and immediate vesting; Employee stock purchase plan Accrue 3 weeks PTO to start, and time off to volunteer Maternity and paternity leave Tuition reimbursement (up to $5,250 annually) Onsite cafeteria (company subsidized) & free onsite 24-hour gym (free classes) Walking distance to RTD train station (Lincoln Station) Smart casual dress code How you’ll work In this role you should be comfortable working onsite at our headquarters in Lone Tree, CO Paid training to enable your success Hours of operation: 6:00am to 6:00pm Monday through Friday Voluntary Saturday shift of 4 hours 8am to 12pm paid overtime Education and Experience Requirements High School Diploma and 2 years of experience in technical customer service. 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). Work Environment This role is an in-office position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Apply by December 19th, 2025. Cochlear Americas is an Equal Opportunity Employer. We 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. Our growth is creating great opportunities! Our team is expanding and we want to hire the most talented people we can. Continued success depends on it. So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you! We're the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives. We help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.