Senior Software & Connectivity Specialist — Remote

Socket.dev; 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

PTO and holidays

Job summary

Sonova USA Inc. in the United States seeks a Senior Software Support/Connectivity Specialist to assist customers with software and connectivity inquiries while delivering a superior customer experience.

The role collaborates with cross-functional teams on fitting software, Bluetooth accessories, and eServices, serving as a subject matter expert for Sonova fitting software and Noah products. Travel is minimal; a team-focused hybrid work model is offered.

Qualifications

• Minimum 5 years in a technical software support environment.
• Experience with high-tech medical devices or communications products preferred.
• Strong problem-solving skills and ability to analyze situations and suggest solutions independently.
• Strong written and verbal communication; ability to build customer relationships.
• Excellent time management and ability to handle multiple tasks.

Responsibilities

• Support customers through Software Support and Bluetooth queues, including escalations.
• Make outgoing calls for scheduled appointments and follow-ups on software/connectivity needs.
• Assist with escalations from Customer Success teams, including Consumer Connectivity.
• Partner with leadership to communicate software issue resolutions.
• Support internal teams via chats, emails, and case follow-ups.
• Assist with onboarding and training of new hires and special projects.
• Document customer interactions in the CRM daily in line with policies.

Skills

Technical software support

Customer support

Bluetooth connectivity

Communication

Time management

Problem solving

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. in the United States seeks a Senior Software Support/Connectivity Specialist to assist customers with software and connectivity inquiries while delivering a superior customer experience.

The role collaborates with cross-functional teams on fitting software, Bluetooth accessories, and eServices, serving as a subject matter expert for Sonova fitting software and Noah products. Travel is minimal; a team-focused hybrid work model is offered.