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Technical Audiologist for Hearing Solutions
2 months ago
Remote | United States
Audiology Technical Support Specialist
In a world where sound is essential, our mission is to create meaningful experiences. As a prominent provider of cutting-edge hearing care solutions, we are more than just a manufacturer; we are a dedicated team committed to helping individuals rediscover the joy of hearing.
The Technical Support Audiologist will play a crucial role in addressing customer inquiries, concerns, and requirements promptly and professionally. This position aims to enhance customer loyalty towards our supported products. The Technical Support Audiologist will collaborate with various teams, including Training for product knowledge, Quality for call reviews, Production and Product Management for product-related issues, and Customer Success Leadership for career development.
Key Responsibilities:
Provide fitting recommendations and troubleshoot issues proactively, anticipating customer needs. Exhibit strong critical thinking and problem-solving abilities to excel in this role. Deliver superior customer service and technical information to hearing healthcare professionals, ensuring accurate and timely follow-through on concerns. Maintain a positive, energetic, and resilient demeanor while managing an average of 40+ inbound calls daily. Assist hearing healthcare professionals across various channels in selecting, fitting, and troubleshooting supported products to maximize patient benefits. Document customer interactions to support internal and external colleagues. Identify and implement opportunities to enhance technical resources and relationships. Pursue professional development and growth within the organization. Demonstrate flexibility and innovative thinking in every customer interaction 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, ideally in diverse environments and with both pediatric and adult populations. Familiarity with the Phonak Product Portfolio and associated software. Excellent troubleshooting skills across various areas, including daily wear and extended wear hearing aids, FM/Roger systems, wireless accessories, verification, and CROS fittings. Highly organized and technically proficient. Ability to work independently and engage in multiple business aspects. Subject Matter Expertise in various domains. Commitment to maintaining confidentiality. Demonstrated informal leadership and pursuit of developmental opportunities. Capacity to multitask in a dynamic environment. Strong verbal and written communication skills. Dedication to providing an exceptional customer experience. Focus on quality, accuracy, and productivity. Proficiency with operating systems (e.g., Outlook, Microsoft Office, CRM/ERP is a plus). For remote candidates, a minimum internet speed of 200Mb/sec download and 10Mb/sec upload is required. Flexibility in working hours to accommodate service center operations.Note: If you do not meet all the criteria but are eager to learn, we encourage you to reach out.
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.
