Remote End-User Tech Support Specialist

Sonova Group; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Health Savings, Health Reimbursement,F

TeleHealth options

401k plan with company match

Company paid life/ad&d insurance

STD/LTD insurance options

Job summary

Sonova Consumer Hearing is seeking an End-User Support Specialist in a remote, United States setting. You will provide technical support to end customers, communicate via phone, email, and chat, diagnose product issues, and guide customers to solutions.

The role emphasizes customer service excellence and deep product knowledge of consumer audio and Bluetooth technologies. Ideal candidates have a Bachelor’s degree or equivalent, 1–3 years of customer service experience, and strong MS Office

Qualifications

• 1-3 years Customer Service experience
• Strong PC Skills in MS Office, JD Edwards (preferred)
• Excellent communication (oral and written) skills and phone skills
• Excellent interpersonal skills and good organizational skills
• Results-focused with targets and accountability
• Able to learn company systems and tools

Responsibilities

• 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

Skills

Customer Service

Communication

Phone Skills

Problem Solving

Organizational Skills

MS Office

Education

Bachelor’s Degree preferred or equivalent

Tools

MS Office

JD Edwards

Job description

Sonova Consumer Hearing is seeking an End-User Support Specialist in a remote, United States setting. You will provide technical support to end customers, communicate via phone, email, and chat, diagnose product issues, and guide customers to solutions.

The role emphasizes customer service excellence and deep product knowledge of consumer audio and Bluetooth technologies. Ideal candidates have a Bachelor’s degree or equivalent, 1–3 years of customer service experience, and strong MS Office