End-User Support Technical Specialist

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sonova Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1947

🏥 Healthcare

🧬 Biotechnology

Healthcare • Biotechnology • Consumer Hearing

Sonova Group is a global leader in innovative hearing care solutions, providing a range of products including personal audio devices, hearing aids, cochlear implants, and audiological care services. Established in 1947 and headquartered in Stäfa, Switzerland, Sonova operates through multiple business units such as Hearing Instruments and Audiological Care, alongside well-known brands like Phonak and Unitron. With a presence in over 100 countries, Sonova is dedicated to improving the lives of those with hearing loss through advanced technology and comprehensive care.

📋 Description

• Provide Level 2 post-sales technical support • Handle escalations from self-service tools, including FAQs and how-to guides • Contribute to self-help content • Support web sales order placement • Handle customer service and complaints • Support achievement of relevant KPI targets • Assist end users with repair portals, web shops, and other self-help tools • Stay current on product information and product updates • Provide repair-service customer support • Diagnose product or tool issues and provide step-by-step solutions • Communicate with end users by telephone, email, and chat • Handle customer communications during the repair-service process • Assist other department coworkers as needed • Adapt to organizational or team changes and support organizational change • Build trust and collaborate effectively with others • Accept assignments that expand capabilities and seek additional technical and functional expertise

🎯 Requirements

• Bachelor’s Degree preferred, or equivalent combination of education and related experience • 1–3 years Customer Service experience • Strong PC skills in MS Office; JD Edwards preferred • Superior customer service attitude and ability to handle difficult customers with diplomacy and tact • Excellent oral and written communication and phone skills • Excellent interpersonal skills • Strong, accurate data entry skills • Good organizational skills and excellent follow-through • Good problem-solving skills • Results-focused, with ability to meet and exceed performance targets and goals • Ability to quickly learn company systems and tools • Ability to interpret and apply department policies, procedures, and applicable laws, rules, and regulations • Strong relationship-building skills, recognizing cultural differences • Attention to detail; self-directed, self-starter, and problem solver • Ability to work independently and with a team • Ability to meet deadlines and balance multiple projects in a fast-paced environment • Strong analytical and troubleshooting skills • Deep product knowledge in consumer products and Bluetooth technologies • Understanding of ecommerce solutions • Ability to support end users with online direct sales • Interest in consumer products preferred

🏖️ Benefits

• Medical, dental and vision coverage • Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts • TeleHealth options • 401k plan with company match • Company paid life/AD&D insurance • Additional supplemental life/AD&D coverage available • Company paid Short/Long-Term Disability coverage • STD/LTD Buy-ups available • Accident/Hospital Indemnity coverage • Legal/ID Theft Assistance • PTO, floating Diversity Day, and paid holidays • Paid parental bonding leave • Employee Assistance Program with 24/7 mental health support hotline and five company-paid counseling sessions • Robust internal career growth opportunities • Tuition reimbursement • Hearing aid discount for employees and family • Internal social recognition platform • Diversity and inclusion council and employee resource groups • Flexible working conditions • Further training and development support • Sonova career growth opportunities • Bonus eligibility