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

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Remote, United States

Senior Software/ Connectivity Support Specialist

Remote

Senior Software Support/Connectivity Specialist

Sonova USA Inc. is seeking a Senior Software Support/Connectivity Specialist to support customer software and connectivity inquiries and help deliver a strong customer experience. This role will collaborate with cross-functional teams on Sonova fitting software, Bluetooth and wireless accessories, and eServices products, while serving as a subject matter expert for Sonova fitting software and Noah products.

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

More about you:

• High school diploma required; Associate’s or Bachelor’s degree in IT, Software, or a 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 required; knowledge of hearing aid fitting software, Noah, Target, Truefit, Microsoft certifications, and multi-phone line systems preferred

Travel: Less than 5%. Occasional in-office attendance may be required.

A minimum of 300MB/sec download and 20MB/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

What we offer :

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Hearing aid discount for employees and family
• Internal social recognition platform

This role's pay range is between: $77,040 - $96,300 . This role is also commission eligible/bonus eligible.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.