Technical Support & Experience Specialist (Hybrid/Remote)

Sonova Group; Greater London; On-site; GBP 32,000 - 46,000; Full time

Job summary

Sonova Group, via its Sennheiser Consumer Hearing division, is seeking a Technical Consumer Experience Center Specialist to support customers across the EMEA region, resolving technical challenges and delivering outstanding service that builds brand loyalty.

The role combines technical troubleshooting, customer support, and advocacy, with hybrid work from the Greater London area and occasional remote options, collaborating with Product, Logistics, and E‑Commerce teams.

Qualifications

• Experience in technical support or closely related consumer-facing roles.
• Strong troubleshooting and problem-solving skills for complex issues.
• Excellent written and verbal communication; ability to explain technical concepts clearly.
• Strong attention to detail and case management across ticketing/CRM systems.
• Proven ability to own consumer cases from first contact to resolution.
• Collaborative mindset working with cross-functional teams.
• Passion for technology and premium audio products.
• Fluency in English; French language is advantageous.

Responsibilities

• Provide expert technical support to consumers and troubleshoot issues.
• Assist across the consumer journey from selection to warranty resolution.
• Handle complex and escalated inquiries and drive resolution.
• Perform root cause analysis and contribute to process improvements.
• Collaborate with Product Management, Logistics, Repair, E‑Commerce, Finance, and Supply Chain teams.

Skills

Technical support experience

Technical troubleshooting

Excellent communication

Attention to detail

Ownership of cases

Collaborative mindset

Passion for premium audio/tech

English fluent, French helpful

Job description

Sonova Group, via its Sennheiser Consumer Hearing division, is seeking a Technical Consumer Experience Center Specialist to support customers across the EMEA region, resolving technical challenges and delivering outstanding service that builds brand loyalty.

The role combines technical troubleshooting, customer support, and advocacy, with hybrid work from the Greater London area and occasional remote options, collaborating with Product, Logistics, and E‑Commerce teams.