Sr. Audiology Tech Support Representative

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

Overview

Senior Audiology Technical Support Representatives are our most experienced representatives, having a proven track record of providing a "Best in Class" experience for our customers. The role of the Senior Audiology Technical Support Representative is to provide audiological support to hearing care professionals related to our hearing aid technology, provide administrative support to the department's supervisors and manager, and provide training to Audiology Technical Support team members and new hires within the department. The overall goal of the Audiology Technical Support team is to provide world-class service and support in all interactions to promote business growth and development.

Responsibilities

Customer / Technical Expertise

• Offers an exceptional customer experience in every interaction
• Provides hearing aid fitting solutions and recommendations
• Completes technical troubleshooting of instruments and software
• Provides technical assistance related to shell and production manufacturing
• Enters orders for hearing instruments and accessories when selling opportunities arise
• Logs calls, customer complaints, and maintains B2B cases in Salesforce

Team Support & Mentorship

• Serves as a subject matter expert and resource for Audiology Technical Support agents
• Assists with skill development for new hires
• Conducts one-on-one training sessions as needed
• Supports onboarding and training initiatives for new team members

Operational & Leadership Support

• Coordinates daily schedules using the Workforce Management tool as needed
• Monitors team needs and supports leadership in maintaining effective phone coverage
• Assists leadership with documenting departmental policies and procedures
• Identifies call trends and shares insights with leadership

Process Improvement & Projects

• Participates in department projects and initiatives assigned by leadership
• Proactively identifies opportunities to improve team processes, resources, or training materials and collaborates with leadership to implement improvements
• Seeks opportunities to improve efficiency, workflows, and tools
• Assists with development and delivery of team training materials
• Recommends enhancements to support engagement, learning, and performance

Team Culture

• Promotes a positive, collaborative work environment

Supports the development of a high-performing team

Qualifications

• Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 - 2 years clinical/field experience in audiological evaluations and hearing aid dispensing.
• Must have strong technical foundation in hearing aids
• Proven history of delivering a best-in-class customer experience
• Demonstrated history of strong individual performance, consistently meeting or exceeding team KPIs while maintaining high quality and customer satisfaction
• Demonstrated ability to guide and support peers through complex customer situations while maintaining a calm and professional approach
• Minimum of 2 years' experience in Audiology Tech Support call center
• Experience in the de-escalation of challenging customer phone calls
• Pleasant, friendly, professional manner, with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills
• Strong interpersonal, team building, and leadership skills
• Proven experience facilitating virtual/remote training sessions
• Experience working in a fast-paced environment with proven ability to prioritize and multitask
• Requires a positive attitude, ability to work independently or as part of a team and have a genuine interest in people and desire to help.
• Attention to detail and excellent follow up skills

Company Values

We Create Trust - We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.

We are Team Players - We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.

We Create Innovative Solutions - We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

We Apply a Can-do attitude - We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

The Company is an Equal Opportunity / Affinity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

What we have to offer:

• Medical, dental, prescription, and vision benefits
• 24/7 virtual medical care
• Employee Assistance Program for you and your family
• 401(k) with company match
• Company-paid life insurance
• Supplemental insurance for yourself, your spouse/partner, and your children
• Short-term and long-term disability insurance
• Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
• Pet Insurance
• Commuter accounts

The pay range for this position is expected to be between $95000 to $100000 per year; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.