Senior Software/ Connectivity Support Specialist (Remote, United States)

Sonova
United States
Workplace: RemoteFull timeUSD 77,040 - 96,300Function: Customer Support (Service Desk)Experience: 5+ yearsEducation: high_schoolSkills: ["Problem-solving","Independent decision-making","Written communication","Verbal communication","Time management"]

Provide customer support for Sonova fitting software, Bluetooth and wireless accessories, and eServices products by handling inbound support queues and escalations. Lead follow-up through outgoing calls and case updates, assist Consumer Connectivity and Customer Success escalations, and communicate resolutions with leadership. Serve as a subject matter expert for Noah products, support onboarding for new hires, and document interactions in the CRM while ensuring strong customer experience.

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FursaFursa
Sonova
Sonova
1 hour ago

Senior Software/ Connectivity Support Specialist (Remote, United States)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Provide customer support for Sonova fitting software, Bluetooth and wireless accessories, and eServices products by handling inbound support queues and escalations. Lead follow-up through outgoing calls and case updates, assist Consumer Connectivity and Customer Success escalations, and communicate resolutions with leadership. Serve as a subject matter expert for Noah products, support onboarding for new hires, and document interactions in the CRM while ensuring strong customer experience.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Support customers through incoming Software Support and Bluetooth Support queues, including escalations from Audiology Technical Support.
  • •Conduct 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.
  • •Communicate software issue resolutions with leadership and support internal customer-facing teams via chats, emails, and case follow-up.
  • •Document customer interactions in the CRM system daily while following internal policies and procedures.
Travel: Low travel

Pay and Benefits

Salary: USD 77,040 - 96,300
Perks:Health InsuranceDentalVision401kPaid ParentalLife InsuranceDisability CoveragePaid LeaveHearing AidRemote Work

Key Requirements

  • •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.
  • •Experience supporting high-tech medical devices or communication products is preferred.
  • •Proficient computer skills and technical aptitude, including knowledge of hearing aid fitting software and Noah (Target/Truefit preferred).
  • •Strong problem-solving and independent analysis skills, plus excellent written and verbal communication to build customer relationships.
Experience:5+ yearsTechnical software supportMedical devicesWireless connectivity
Education:High School
Skills:Problem-solvingIndependent decision-makingWritten communicationVerbal communicationTime management
Certifications:Microsoft certifications
Tech Stack:BluetoothWirelessEServicesNoahTargetTruefitMicrosoft certificationsCRMMulti-phone line systems

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website