Customer Support Specialist

2 days ago


Boise, Idaho, United States Sonova USA, Inc. Full time
About Sonova USA, Inc.

Sonova USA, Inc. is a leading provider of innovative hearing care solutions. Our mission is to help people enjoy the delight of hearing by developing, manufacturing, and distributing cutting-edge products and services.

Job Title: Customer Support Specialist

We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team. As a key member of our customer success infrastructure, you will be responsible for providing exceptional service and proactive support to our customers via various communication channels.

Main Responsibilities:
  • Serve customers via phone, email, and/or chat by determining requirements, answering inquiries, resolving problems, and fulfilling requests.
  • Maintain a high inbound call answer rate and resolve problems by clarifying issues, researching, and implementing solutions.
  • Redirect complex or specialized concerns to the appropriate team for follow-up when applicable.
  • Investigate and resolve problems related to product shipment, returns, credits, and orders.
  • Communicate company policies and pricing to customers.
Requirements:
  • High school diploma or equivalent, some college preferred.
  • Minimum 2 years' B2B Customer Service or minimum 3 years' B2C Customer Service experience.
  • At least 2 years SAP experience.
  • Strong typing proficiency and computer skills.
  • Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
What We Offer:
  • Improving the quality of life of millions of people suffering from hearing loss.
  • A challenging and motivating assignment as part of a dynamic team.
  • Modern mindset and processes, accommodating flexible working conditions.
  • Opportunities for further responsibilities and support for further training and development.
Why Join Sonova USA, Inc.?

We are a company that values our employees and prioritizes their well-being. We believe in creating a work environment that is inclusive, engaging, and flexible. Our hybrid work model allows you to balance your work and personal life while contributing to a company that makes a difference in people's lives.

Benefits:
  • Medical, dental, and vision coverage.
  • Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts.
  • TeleHealth Options.
  • 401k plan with company match.


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