Senior Audiology Support & Training Specialist

Oticon, Inc; Franklin Township (NJ); On-site; USD 95,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Life insurance

Disability insurance

Pet insurance

Commuter accounts

Job summary

Oticon, Inc. seeks a Senior Audiology Technical Support Representative to deliver best-in-class audiology support to hearing care professionals, advise on fittings, troubleshoot instruments, and mentor peers. You will work with the team to ensure superior service and contribute to growth.

You will collaborate to optimize procedures, participate in department initiatives, and uphold high-quality customer experiences while maintaining professionalism in all interactions.

Qualifications

• Audiology degree (MS/MA/AuD or HIS) with 1–2 years clinical/field experience.
• Strong technical foundation in hearing aids.
• Proven history of delivering a best-in-class customer experience.
• Demonstrated ability to guide peers and maintain calm, professional handling of difficult calls.
• Minimum of 2 years' Audiology Tech Support call center experience.
• Experience de-escalating challenging customer calls.
• Excellent verbal and written communication, problem-solving, and organizational skills.
• Strong interpersonal, team-building, and leadership abilities.
• Proven experience facilitating virtual/remote training sessions.
• Ability to multitask in a fast-paced environment.
• Positive attitude and independent as well as team-oriented work style.

Responsibilities

• Provide audiological support to hearing care professionals for our hearing aid technology.
• Troubleshoot instruments and software; assist with shell and production manufacturing questions.
• Enter orders for hearing instruments and accessories when opportunities arise.
• Log calls and customer issues; maintain B2B cases in Salesforce.
• Mentor and train Audiology Technical Support team members and new hires.
• Coordinate daily schedules and monitor phone coverage in collaboration with leadership.
• Identify call trends and contribute to departmental policies and process improvements.
• Support onboarding and training initiatives and participate in department projects.

Skills

Customer experience

Technical troubleshooting

Audiology knowledge

Training delivery

Team leadership

Communication skills

Call center experience

Problem solving

Interpersonal skills

Salesforce familiarity

Education

Audiology degree (MS/MA/AuD or HIS)

Tools

Salesforce

Remote training tools

Job description

Oticon, Inc. seeks a Senior Audiology Technical Support Representative to deliver best-in-class audiology support to hearing care professionals, advise on fittings, troubleshoot instruments, and mentor peers. You will work with the team to ensure superior service and contribute to growth.

You will collaborate to optimize procedures, participate in department initiatives, and uphold high-quality customer experiences while maintaining professionalism in all interactions.