End-User Support Technical Specialist (Remote, United States)

Sonova
United States
Workplace: RemoteFull timeUSD 60,000 - 70,000 annuallyFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Customer service","Communication","Diplomacy","Problem-solving","Organizational skills"]

Provide L2 end-user technical support for Sonova’s consumer hearing products and self-help tools. Triage issues from FAQ/how-to resources and escalate when needed, assist with web sales order placement and direct online support, and support the repair-service customer journey. Deliver step-by-step guidance via phone, email, and chat while staying current on product updates and contributing to self-help content and KPI targets.

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FursaFursa
Sonova
Sonova
2 days ago

End-User Support Technical 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: 3 hours agoStatus: Live

Job Summary

Provide L2 end-user technical support for Sonova’s consumer hearing products and self-help tools. Triage issues from FAQ/how-to resources and escalate when needed, assist with web sales order placement and direct online support, and support the repair-service customer journey. Deliver step-by-step guidance via phone, email, and chat while staying current on product updates and contributing to self-help content and KPI targets.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide L2 post-sales technical support to end customers across phone, email, and chat.
  • •Diagnose product or tool issues and deliver step-by-step solutions they can understand.
  • •Handle escalations from self-service tools (FAQ/how-to guides) and contribute to self-help content.
  • •Support end users during the repair service process and provide repair-service customer support.
  • •Assist with web sales order placement and online direct sales support while meeting relevant KPI targets.

Pay and Benefits

Salary: USD 60,000 - 70,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveLife InsuranceLong-term Disability

Key Requirements

  • •1–3 years of customer service experience.
  • •Strong PC skills in MS Office and JD Edwards (preferred).
  • •Excellent communication skills (oral/written) and strong phone skills for handling end users.
  • •Strong data entry, organizational, follow-through, and attention to detail.
  • •Ability to learn company systems/tools quickly and troubleshoot product/self-help tool issues.
Education:Bachelor's
Skills:Customer serviceCommunicationDiplomacyProblem-solvingOrganizational skills
Tech Stack:MS OfficeJD EdwardsBluetoothRepair portalWeb shopE-commerceWeb sales order

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