Customer Support Specialist

Sonova
United States
Workplace: RemoteFull timeUSD 20 - 25 hourlyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Communication","Active listening","Empathy","Attention to detail","Interpersonal skills"]

Provide high-quality customer support to support sales and customer success, handling inquiries and resolving issues via phone, email, and other channels. Triage and escalate complex concerns to the right teams, investigate order/shipment and returns-related problems, and address complaints through to resolution. Partner cross-functionally to deliver an effortless customer experience while meeting KPIs, using tools like SAP, Salesforce, and Microsoft Office applications.

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FursaFursa
Sonova
Sonova
2 days ago

Customer Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Provide high-quality customer support to support sales and customer success, handling inquiries and resolving issues via phone, email, and other channels. Triage and escalate complex concerns to the right teams, investigate order/shipment and returns-related problems, and address complaints through to resolution. Partner cross-functionally to deliver an effortless customer experience while meeting KPIs, using tools like SAP, Salesforce, and Microsoft Office applications.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve customers via phone, fax, mail, and email by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining client records.
  • •Resolve problems by clarifying issues, researching, exploring alternatives, implementing solutions, and escalating unresolved cases.
  • •Redirect complex or specialized concerns to the appropriate teams (e.g., audiology inquiries, technical product support) when applicable.
  • •Investigate and resolve issues related to product shipments, returns, credits, and orders.
  • •Handle customer complaints with urgency and see them through to satisfactory resolution while working cross-functionally to improve the customer experience and meet KPIs.

Pay and Benefits

Salary: USD 20 - 25 hourly
Perks:Health InsuranceDentalVisionFlexible Spending401kLife InsuranceDisability CoveragePaid LeavePaid HolidaysParental LeaveEmployee AssistanceHearing Aid

Key Requirements

  • •2+ years of B2B customer service or 3+ years of B2C customer service experience.
  • •High school diploma or equivalent (some college preferred).
  • •Strong written and verbal communication with active listening skills.
  • •At least 2 years of SAP experience (Salesforce.com experience is a plus).
  • •Intermediate Microsoft Excel skills and experience using Outlook, Teams, Word, and PowerPoint.
Experience:2+ yearsB2BB2C
Education:High School
Skills:CommunicationActive listeningEmpathyAttention to detailInterpersonal skills
Languages:Spanish
Tech Stack:SAPSalesforce.comMicrosoft ExcelOutlookTeamsWordPowerPoint

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