Hearing Care Technical Support Specialist

2 weeks ago


Remote, Oregon, United States Sonova Full time

Remote | United States

Must be available to work on weekends after a comprehensive training program.

Position Overview:

At Sonova, we are dedicated to enhancing lives through sound. As a premier provider of innovative hearing solutions, we are more than just a manufacturer; we are a passionate team committed to enabling individuals to experience the joy of hearing.

The Hearing Care Technical Support Specialist will play a crucial role in addressing customer inquiries and concerns promptly and professionally, fostering loyalty towards our products. You will collaborate with various teams, including Training, Quality, Production, and Customer Success, to ensure a seamless customer experience.

Key Responsibilities:

  • Provide fitting guidance and troubleshoot issues proactively, anticipating customer needs.
  • Exhibit strong critical thinking and problem-solving abilities to excel in this role.
  • Deliver exceptional customer service and technical support to hearing healthcare professionals.
  • Maintain a positive and resilient attitude while managing a high volume of inbound calls.
  • Assist hearing healthcare professionals in selecting, fitting, and troubleshooting products to maximize patient satisfaction.
  • Document customer interactions to support internal and external teams.
  • Identify opportunities to enhance technical resources and relationships.
  • Pursue professional development and growth within the organization.
  • Approach each customer interaction with creativity and flexibility to reinforce our position as the preferred provider.
  • Perform additional duties as assigned by management.

Qualifications:

  • AuD in Audiology preferred; a master's degree will be considered.
  • 4-5 years of clinical dispensing experience across various environments, including pediatric and adult care.
  • Familiarity with the Phonak product range and associated software.
  • Strong troubleshooting skills in areas such as hearing aids and accessories.
  • Highly organized and technically proficient.
  • Ability to work independently and collaboratively.
  • Experience in multiple business aspects and support materials.
  • Subject Matter Expertise in relevant areas.
  • Maintain confidentiality in all interactions.
  • Demonstrated informal leadership and a commitment to personal development.
  • Ability to multitask in a dynamic environment.
  • Excellent verbal and written communication skills.
  • Focus on delivering an outstanding customer experience.
  • Commitment to quality, accuracy, and productivity.
  • Proficient with operating systems such as Outlook and Microsoft Office; CRM/ERP experience is a plus.
  • If working remotely, must ensure internet connectivity meets company standards.
  • Flexibility in working hours is preferred.

Note: If you do not meet all qualifications but are eager to learn, we encourage you to apply.

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required for remote work.



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