Remote Senior Software & Connectivity Support Engineer

Sonova Group; Northern (KY); Hybrid; USD 77,000 - 96,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k with company match

Life/AD&D insurance

Disability coverage

Paid holidays

Employee assistance program

Hearing aid discount

Job summary

Sonova USA Inc. is hiring a Senior Software Support/Connectivity Specialist to assist customers with software and connectivity inquiries and to support cross-functional teams on fitting software, Bluetooth and Noah products.

Responsibilities include handling software and Bluetooth queues, outbound follow-ups, internal escalations, CRM documentation, and onboarding new hires, with a focus on delivering exceptional customer service in a remote, hybrid-friendly environment.

Qualifications

• Minimum of 5 years of experience in a technical software support environment.
• Experience with high-tech medical devices or communication products preferred.
• Strong problem-solving and ability to work independently to resolve issues.
• Strong written and verbal communication skills; ability to build customer relationships.
• Excellent time management and ability to manage multiple tasks simultaneously.

Responsibilities

• Support customers through Software Support and Bluetooth Support queues, including escalations from Audiology Technical Support.
• Provide outbound calls for scheduled appointments and follow up on customer software or connectivity needs.
• Assist with escalations from Customer Success teams, including the Consumer Connectivity team.
• Partner with leadership to communicate resolutions related to Sonova software issues.
• Support internal customer-facing teams through chats, emails, and case follow-up.
• Assist with onboarding and training new hires, special projects, and manager approval delegation as needed.
• Document customer interactions in the CRM system daily while following internal policies and procedures.

Skills

Problem-solving

Communication skills

Time management

Technical aptitude

Customer relationship

Multitasking

Education

High school diploma

Associate's or Bachelor's degree in IT/Software

Tools

Noah

Target

Truefit

Microsoft certifications

Multi-phone line systems

Job description

Sonova USA Inc. is hiring a Senior Software Support/Connectivity Specialist to assist customers with software and connectivity inquiries and to support cross-functional teams on fitting software, Bluetooth and Noah products.

Responsibilities include handling software and Bluetooth queues, outbound follow-ups, internal escalations, CRM documentation, and onboarding new hires, with a focus on delivering exceptional customer service in a remote, hybrid-friendly environment.