Audiology Technical Support Specialist - Two Chicks With A Side Hustle

10:30 – 7:00pm CST

Audiology Technical Support Specialist

The Audiology Technical Support Specialist will be primarily responsible for effectively responding to all customer inquiries, concerns and needs in a timely, friendly, supportive, accurate and professional manner in order to increase customer commitment to fitting supported products.

Technical Support Audiologists are supported via the Training Team for new product and re-training needs, the Quality Team in reviewing calls to confirm we continue to provide an exceptional customer experience, colleagues in Production and Product Management to address product issues, Customer Success Leadership in developing career paths and HR in managing benefits, etc.

Our Offer to You:

Improving the quality of life of millions of people suffering from hearing loss

A challenging and motivating assignment as part of a dynamic team
Modern mindset and processes, accommodating flexible working conditions
Opportunities for further responsibilities and support for further training and development

Sonova’s outstanding opportunities and career growth

Main Tasks and Responsibilities:

Responsible for providing fitting recommendations and troubleshooting with focus on being proactive in identifying the customer’s next need before they do

Ability to successfully demonstrate exceptional critical thinking and troubleshooting skills are a must to be successful in this role
A passion for providing our hearing healthcare professional partners with superior customer service as well as technical information will ensure that the Technical Support Audiologist is consistently providing accurate information as well as follow-through in addressing outstanding concerns
A positive, energetic, stress-resistant attitude is necessary to successfully support hearing healthcare providers for an average of 40+ inbound calls/day

Support the hearing healthcare professional regardless of channel in successfully selecting, fitting, and troubleshooting supported products, ensuring exceptional patient benefit and success
Support our internal / external colleagues by documenting customer contacts
Identify and execute opportunities to enhance technical and troubleshooting resources and acumen and relationships

Continue to develop professionally by demonstrating a desire to learn and grow within the organization
Demonstrate flexibility and out-of–the-box thinking, and endeavor with every customer contact to secure our position as the provider of choice
Other duties as assigned by your Manager

Education and Skillset:

AuD in Audiology preferred, Master’s Degree considered
4-5 years+ Clinical Dispensing experience, preferably in multiple dispensing environments and preferably with both pediatric and adult populations

Familiarity with Phonak Product Portfolio and software(s)
Excellent troubleshooting/problem-solving skills in a wide variety of areas including daily wear hearing aids, extended wear hearing aids, FM/Roger, wireless accessories, verification, and CROS fittings
Highly technical and organized

Able to work independently
Already involved in multiple aspects of the business and support materials
Subject Matter Expertise, preferably in multiple areas

Ability to maintain Confidentiality
Demonstrates informal leadership currently and/or has pursued developmental opportunities in leadership
Ability to multi-task in a fast-paced environment

Excellent verbal and written communication skills
Commitment to an exceptional Customer Experience
Quality, Accuracy, and Productivity Focus

Comfort with operating systems (ex. Outlook, Microsoft Office, CRM/ERP a plus)
If remote candidate, must be able to demonstrate that internet provider options meet Phonak requirements
The ideal candidate has flexibility with hours and could work any shift during service center hours

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Health Benefits and Perks:

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, 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
D&I focused: D&I council and employee resource groups

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

If the applicant selected for this role resides in CA, CO, NY or WA we adhere to the pay transparency required in those states. This role’s pay range is between: $30-39 an hour. This role is also bonus eligible.

APPLY HERE