End-User Support Technical Specialist

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves – they create sense.

Who is Sennheiser

We live and breathe audio. We are driven by the passion to create audio solutions that make a difference. The business with consumer devices such as headphones, soundbars and speech-enhanced hearables is now operated by Sonova Holding AG under the license of Sennheiser.   
With the well-known Sennheiser brand, the company stands for premium quality in the field of audio products. In order to remain among the best in its field, Sonova Consumer Hearing is always on the lookout for outstanding talent for the Sennheiser brand. The company is headquartered in Wedemark, Germany, with approximately 650 employees worldwide.

End User Support Specialist

Purpose of role: Ensuring that everything starts and ends with the customer. End user support specialists provide technical support to end-customers on a variety of issues relating our products and self-help tools.  The role requires extensive communication via telephone, email and chat while providing the highest level of customer service.  Specialists will generally deal directly with end users and must effectively communicate answers in a way they can understand.  Their responsibilities include diagnosing product or tool issues and providing callers with step-by-step solutions over the phone, by email or chat.  They will also handle customer communications during the repair service process.

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
• A company that values diversity and inclusion
• Sonova’s outstanding opportunities and career growth

Main Tasks and Responsibities:

• Tech support L2 (post-sales support)
• Escalations from self-service tools (FAQ, How to guides)
• Contribute to self-help content
• Web sales order placement support
• Customer service and complaint handling
• Support with achievement of relevant KPI targets
• Assist end users with our suite of self-help tools (Repair portal, web shop)
• Remain current on product information and product updates through available resources
• Assist other co-workers in the department as needed
• Provide repair service customer support
• Deep product knowledge in consumer products and Bluetooth technologies
• Willingly accepts direction to adapt role to organization or team changes
• Interest in the consumer products preferable
• Understanding of Ecommerce solution
• Ability to support end-user with online Direct Sales
• Is quick to recognize situations where change is needed and takes steps to implement change
• Support organizational change
• Build trust with others by acting in a way that is consistent with group/organizational expectations
• Flexible in completing job assignments
• Willingly accepts assignments that will expand his/her capabilities
• Seek opportunities and effectively work with others; learn from others who have more experience and tenure in the organization
• Actively seek additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignments

Education and Skillset:

• Bachelor’s Degree preferred, or equivalent combination of education and related experience
• 1-3 years Customer Service experience
• Strong PC Skills in MS Office, JD Edwards (preferred)
• Superior customer service attitude; able to handle difficult customers with diplomacy and tact
• Excellent communication (oral and written) skills, and excellent phone skills
• Excellent interpersonal skills
• Strong, accurate data entry skills
• Good organizational skills with excellent follow-through
• Good problem-solving skills
• Excellent organizational skills as well as oral and written communication skills
• Results focused by aiming for and exceeding performance targets and goals to drive personal accountability
• Able to quickly learn company systems and tools
• Able to interpret and apply department policies and procedures and applicable laws, rules, and regulations
• Strong on Relationship Building by recognizing cultural differences
• Attention to detail, self-directed, self-starter, problem solver
• Able to work independently and with a team and to promote a positive work atmosphere
• Able to meet deadlines & balance multiple projects in a fast-paced environment
• Strong analytical and troubleshooting skills

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact wholesale.HR@Sonova.com

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.

This role's base pay range is between: $60,000 - $70,000. This role is also bonus eligible. Compensation packages are based on skills, experience, and geographic location.