Customer Service Advisor

Sonova; Hartford; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading healthcare company in Hartford is seeking a Customer Support Specialist to assist patients with their hearing solutions. This full-time role involves providing technical support, processing orders, and ensuring patient needs are met with empathy and care. Ideal candidates will have experience in customer service and a strong understanding of technical inquiries. Join us to make a meaningful impact in patients' lives while growing in a collaborative environment.

Benefits

Opportunities for career development

Inclusive and collaborative workplace

Meaningful impact on patients' lives

Qualifications

• Experience handling technical product inquiries and customer support.
• Confidence in managing multiple tasks under pressure.
• Interest in supporting individuals with hearing difficulties.

Responsibilities

• Provide support to patients via phone and email.
• Process orders and warranty requests accurately.
• Guide patients through device troubleshooting.

Skills

Customer service experience

Technical product support

Strong communication skills

Empathy and patience

Microsoft Office skills

Tools

SAP

CRM systems

Microsoft Office (Excel)

Job description

Overview

Are you passionate about helping people and making a real difference in their lives? We\'re looking for a friendly, proactive, and empathetic Customer Support Specialist to join our supportive team. In this role, you\'ll be the first point of contact for patients, guiding them through both simple and technical questions about our innovative hearing solutions. From troubleshooting devices to processing orders, you\'ll play a key role in ensuring every patient feels heard, cared for, and confident using their technology. This is a permanent, full-time role in a collaborative organisation where every day brings variety, purpose, and the chance to grow.

Responsibilities

• Providing excellent support to patients via phone and email, answering both technical and general questions.
• Processing orders, returns, and warranty requests with care and accuracy.
• Preparing and handling devices (e.g., replacements, loan units) so patients receive timely solutions.
• Guiding patients through troubleshooting and device setup in a calm, supportive way.
• Using SAP, CRM, and Microsoft Office tools (especially Outlook and Excel) to keep records and workflows on track.
• Staying adaptable to new products, processes, and technologies.
• Handling sensitive patient data responsibly and confidentially.

Qualifications

• Relevant customer service experience
• Experience in technical product enquiries/product support
• Experience with product issues and troubleshooting
• Strong communication skills in English (written and spoken).
• Confidence under pressure, with the ability to juggle tasks without losing attention to detail.
• Good knowledge of Microsoft Office, especially Excel (VLOOKUP experience is helpful).
• Experience with SAP and CRM systems is an advantage.
• Empathy, patience, and a genuine interest in supporting people with hearing difficulties.
• A positive, solution-focused approach and willingness to learn.
• Comfortable working independently, but also a team player
• Relevant education or experience is valuable, but we welcome a variety of backgrounds—if you bring the right attitude and skills, we\'d love to hear from you.

Benefits

• Opportunities to learn, grow, and develop your career in a global organisation.
• A workplace that values inclusion, collaboration, and making a difference.
• The chance to have a meaningful impact on patients\' everyday lives.