End-User Support Technical Specialist Remote, United States - Sonova Group

OpenTalent; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Flexible working conditions

Training and development support

Diversity and inclusion

Career growth opportunities

Job summary

Sennheiser is seeking an End User Support Specialist to deliver top-tier post-sales technical support to customers. You will diagnose product issues, guide users with step-by-step solutions via phone, email, or chat, and contribute to self-help content to improve the customer experience.

You will work with a dynamic team, supporting the Repair portal and web shop, while staying current on product knowledge and updates.

Qualifications

• Experience delivering high level customer service via phone, email or chat.
• Ability to diagnose product issues and provide clear, actionable steps.
• Wamiliarity with self-help tools and online support processes.

Responsibilities

• Provide L2 technical support post-sales for end users.
• Handle escalations from self-service tools (FAQ, How-to guides).
• Contribute to self-help content and knowledge base.
• Support web sales order placement and checkout questions.
• Deliver excellent customer service and handle complaints.
• Assist with KPI targets and performance metrics.
• Support users with Repair portal and web shop tools.
• Stay updated on product information and updates.
• Assist colleagues as needed in the support team.
• Provide repair service customer support and product guidance.

Skills

Customer service

Technical support

Communication

Tools

FAQ guides

Repair portal

Web shop

Job description

Who is Sennheiser

We live and breathe audio. We are driven by the passion to create audio solutions that make a difference. The business with consumer devices such as headphones, soundbars and speech-enhanced hearables is now operated by Sonova Holding AG under the license of Sennheiser. With the well‑known Sennheiser brand, the company stands for premium quality in the field of audio products. In order to remain among the best in its field, Sonova Consumer Hearing is always on the lookout for outstanding talent for the Sennheiser brand. The company is headquartered in Wedemark, Germany, with approximately 650 employees worldwide.

End User Support Specialist

Purpose of role: Ensuring that everything starts and ends with the customer . End user support specialists provide technical support to end-customers on a variety of issues relating our products and self-help tools. The role requires extensive communication via telephone, email and chat while providing the highest level of customer service. Specialists will generally deal directly with end users and must effectively communicate answers in a way they can understand. Their responsibilities include diagnosing product or tool issues and providing callers with step‑by‑step solutions over the phone, by email or chat. They will also handle customer communications during the repair service process.

Our Offer to You:

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• A company that values diversity and inclusion
• Sonova’s outstanding opportunities and career growth

Main Tasks and Responsibities :

• Tech support L2 (post‑sales support)
• Escalations from self‑service tools (FAQ, How to guides)
• Contribute to self‑help content
• Web sales order placement support
• Customer service and complaint handling
• Support with achievement of relevant KPI targets
• Assist end users with our suite of self‑help tools (Repair portal, web shop)
• Remain current on product information and product updates through available resources
• Assist other co‑workers in the department as needed
• Provide repair service customer support
• Deep product knowledge in consumer products and Bluetooth technologies
• Willingly accepts direction to adapt role to organization or team changes
• Interest in the consumer products preferable
• Understanding of Ecommerce solution
• Ability to support end‑user with online Direct Sales
• Is quick to recognize situations where change is needed and takes steps to implement change