Senior Software/ Connectivity Support Specialist

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

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

Don't meet all the criteria? If you’re willing to go allin and learn we'd love to hear from you!

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
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform

*Plan rules/offerings dependent upon group Company/location.

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.