Senior Recipient Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $91.2k - $114k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Sonova Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1947

🧬 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 expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom. • Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals. • Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education. • Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes. • Assist recipients with myABOnline and other digital consumer platforms. • Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions. • Document recipient interactions and communicate recommendations with clinical teams when appropriate. • Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness. • Serve as the first point of escalation for complex recipient questions and technical issues. • Train, coach, and mentor new Recipient Support Specialists. • Lead KPI reporting and contribute during team performance meetings. • Support continuous process improvements and additional projects as assigned.

🎯 Requirements

• Bachelor's degree or higher • Minimum 5 years of direct clinical cochlear implant experience, including troubleshooting and programming • Extensive knowledge of Advanced Bionics products and troubleshooting resources • Strong organizational and prioritization skills • Outstanding written, verbal, and presentation skills • Ability to build trusted relationships while delivering exceptional customer experiences • Strong computer proficiency including Microsoft Office and Salesforce • Fluent in English • 5+ years of cochlear implant industry, manufacturer, or sales experience (preferred) • Previous leadership, mentoring, or coaching experience (preferred) • Knowledge of legacy cochlear implant devices and troubleshooting (preferred) • Spanish and/or French language proficiency (preferred)

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Professional development opportunities