Hearing Care Technical Support Specialist

2 weeks ago


Remote, Oregon, United States Sonova Full time

Remote | United States

Saturdays 8 am – 5 pm after 4-6 week training program

Must be able to work Friday after Thanksgiving and Christmas Eve

Hearing Care Technical Support Specialist

In a world where sound is vital, our mission is to bring joy through hearing. As a premier provider of advanced hearing care solutions, we are more than just a manufacturer: we are a dedicated team focused on enhancing the auditory experience for individuals.

The Technical Support Audiologist will be chiefly responsible for promptly addressing all customer inquiries, concerns, and requirements in a courteous, supportive, accurate, and professional manner to foster customer loyalty towards our fitting-supported products. Technical Support Audiologists receive assistance from the Training Team for onboarding and retraining on new products, the Quality Team for call reviews to ensure we maintain an outstanding customer experience, as well as collaboration with colleagues in Production and Product Management to resolve product-related issues, Customer Success Leadership for career development, and HR for benefits management.

Key Responsibilities:

Provide fitting recommendations and troubleshooting, proactively identifying customer needs. Exhibit exceptional critical thinking and troubleshooting abilities essential for success in this role. Demonstrate a commitment to delivering superior customer service and technical information to our hearing healthcare professional partners. Maintain a positive, energetic, and resilient attitude while managing an average of 40+ inbound calls per day. Assist hearing healthcare professionals across all channels in selecting, fitting, and troubleshooting supported products, ensuring optimal patient outcomes. Document customer interactions to support internal and external colleagues. Identify and implement opportunities to enhance technical knowledge and relationship-building. Pursue professional development and demonstrate a desire to grow within the organization. Show flexibility and innovative thinking, striving to secure our position as the preferred provider with every customer interaction. 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. Strong troubleshooting and problem-solving skills across various areas, including daily wear hearing aids, extended wear hearing aids, FM/Roger systems, wireless accessories, verification, and CROS fittings. Highly organized and technically proficient. Ability to work independently. Experience in multiple business aspects and support materials. Subject Matter Expertise in various areas. Maintain confidentiality at all times. Demonstrate informal leadership and pursue developmental opportunities in leadership. Ability to multitask in a dynamic environment. Excellent verbal and written communication skills. Commitment to delivering an exceptional customer experience. Focus on quality, accuracy, and productivity. Proficient with operating systems (e.g., Outlook, Microsoft Office, CRM/ERP is a plus). For remote candidates, must demonstrate that internet service meets company requirements. Ideal candidates should have flexible availability to work various shifts during service center hours.

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 for remote/hybrid employee functionality.



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