Remote Senior Software & Connectivity Support Specialist

Sonova Group; United States; Hybrid; USD 77,000 - 96,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Life/AD&D insurance

Paid holidays

PTO / Diversity Day

Job summary

Sonova USA Inc. seeks a Senior Software Support/Connectivity Specialist to handle customer software and connectivity inquiries, working with cross-functional teams on fitting software, Bluetooth and eServices products. This role acts as a subject matter expert for Sonova fitting software and Noah products.

Responsibilities include handling software support queues, scheduling follow-ups, assisting with escalations, and documenting interactions in CRM. Travel is <5%, remote/hybrid work model offered in the US.

Qualifications

• High school diploma required; Associate or Bachelor's degree in IT, Software, or related field preferred.
• Minimum of 5 years of experience in a technical software support environment.
• Product support experience with high-tech medical devices or communication products preferred.
• Strong problem-solving skills with the ability to analyze situations and recommend solutions independently.
• Strong written and verbal communication skills with the ability to build effective customer relationships.
• Strong time management, organization, and prioritization skills with the ability to manage multiple tasks efficiently.
• Proficient computer skills and technical aptitude; knowledge of Noah, Target, Truefit, Microsoft certifications, and multi-phone line systems preferred.

Responsibilities

• Support customers through incoming Software Support and Bluetooth Support queues, including escalations from Audiology Technical Support.
• Provide support through outgoing 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

Technical software support

Troubleshooting

Customer relationship

Communication skills

Time management

Education

High school diploma

Associate/Bachelor in IT

Tools

Noah

Target

Truefit

Microsoft certifications

Multi-line phones

Job description

Sonova USA Inc. seeks a Senior Software Support/Connectivity Specialist to handle customer software and connectivity inquiries, working with cross-functional teams on fitting software, Bluetooth and eServices products. This role acts as a subject matter expert for Sonova fitting software and Noah products.

Responsibilities include handling software support queues, scheduling follow-ups, assisting with escalations, and documenting interactions in CRM. Travel is <5%, remote/hybrid work model offered in the US.