Audiology Customer Support Expert

2 weeks ago


Remote, Oregon, United States Sonova Full time

Remote | United States

Monday - Thursday 10:30am-7pm CST and Friday 10am-6:30pm CST

Audiology Technical Support Specialist

In a world where sound matters, our mission is to provide meaningful solutions. As a premier provider of advanced hearing care products, we are more than just a manufacturer; we are a dedicated team focused on enhancing the joy of hearing.

The Technical Support Audiologist will play a crucial role in addressing customer inquiries, concerns, and requirements in a prompt, friendly, and professional manner, fostering customer loyalty towards our supported products. This role is bolstered by the Training Team for onboarding and refresher training, the Quality Team for call evaluations to ensure exceptional service delivery, and collaboration with Production and Product Management to resolve product-related issues. Additionally, Customer Success Leadership will assist in career development, while HR will manage employee benefits.

Key Responsibilities:

Provide fitting recommendations and troubleshoot issues proactively, anticipating customer needs. Exhibit strong critical thinking and problem-solving abilities essential for success in this position. Demonstrate a commitment to delivering superior customer service and accurate technical information to our hearing healthcare professional partners. 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, ensuring optimal patient outcomes. Document customer interactions to support internal and external colleagues. Identify and implement opportunities to enhance technical knowledge and relationship-building skills. Pursue professional development and growth within the organization. Show flexibility and innovative thinking in every customer interaction to reinforce our position as the preferred provider. Perform additional duties as assigned by management.

Ideal Candidate Profile:

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 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. Involvement in multiple business aspects and support materials. Subject Matter Expertise in various areas. Maintain confidentiality at all times. Demonstrate informal leadership qualities and pursue developmental opportunities in leadership. Ability to manage multiple tasks in a fast-paced 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, a minimum internet speed of 200Mb/sec download and 10Mb/sec upload is required to support remote work functionality. Flexibility with hours to accommodate service center operations is preferred.

If you are eager to learn and grow, we encourage you to consider this opportunity.

Note: A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required for remote/hybrid roles.



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