Customer Support Specialist | Remote | 10:30am-7pm CST (Remote, United States)

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 savvy"]

Support the company’s sales efforts by serving customers through phone, fax, mail, and email. Resolve inquiries and problems, manage customer profiles and databases, investigate shipment/returns/credits/order issues, and handle urgent complaints through to resolution. Escalate specialized concerns to the right teams, collaborate cross-functionally for an effortless customer experience, and consistently meet KPIs while working with tools like SAP and Salesforce.

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FursaFursa
Sonova
Sonova
15 hours ago

Customer Support Specialist | Remote | 10:30am-7pm CST (Remote, United States)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Support the company’s sales efforts by serving customers through phone, fax, mail, and email. Resolve inquiries and problems, manage customer profiles and databases, investigate shipment/returns/credits/order issues, and handle urgent complaints through to resolution. Escalate specialized concerns to the right teams, collaborate cross-functionally for an effortless customer experience, and consistently meet KPIs while working with tools like SAP and Salesforce.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining client databases and profiles.
  • •Resolve problems by clarifying issues, researching, exploring alternatives, implementing solutions, and escalating unresolved issues.
  • •Redirect complex or specialized concerns to appropriate teams for follow-up, such as audiology inquiries or technical product support.
  • •Investigate and resolve issues related to product shipment, returns, credits, and orders.
  • •Handle customer complaints with urgency, collaborate cross-functionally to ensure an effortless customer experience, and meet stated KPIs.

Pay and Benefits

Salary: USD 20 - 25 hourly
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Minimum 2 years’ B2B Customer Service or 3 years’ B2C Customer Service experience.
  • •High school diploma (or equivalent); some college preferred.
  • •Effective written and verbal communication with strong active listening skills.
  • •At least 2 years’ SAP experience; Salesforce.com experience is a plus.
  • •Intermediate skills with Microsoft Excel, Outlook, Teams, Word, and PowerPoint.
Experience:2+ years
Education:High School
Skills:CommunicationActive listeningEmpathyAttention to detailInterpersonal savvy
Languages:Spanish
Tech Stack:SAPSalesforce.comMicrosoft ExcelOutlookMicrosoft TeamsMicrosoft WordPowerPoint

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