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Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, 

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Warszawa, Poland

Knowledge Specialist

We’re seeking a Knowledge Specialist to join Sonova’s CX focused Knowledge Management & Support team within Digital Experience & AI. In this role you’ll resolve end-to-end Salesforce consumer, turn case insights into usable knowledge, monitor feedback, and partner with Subject Matter Experts to ensure accurate, timely resolutions and driving an ever-improving knowledge base.

 

More about the role: 

 

  • Own and resolve Salesforce support cases accurately and within defined SLAs
  • Follow defined workflows, quality standards, and escalation processes to resolve cases
  • Monitor and respond to App Store reviews providing meaningful responses
  • Anaylse case infomraiton to identify recurring issues and knowledge gaps.
  • Work with 2nd level support, Customer Service, Product Management, and identified Subject Matter Experts teams to clarify issues, validate content, and address immediate knowledge gaps.
  • Create, update and maintain support knowledge (FAQs, Knowledge base entries) through close collaboration with Subject Matter Expert
  • Support the integration of Knowledge into daily case handling processes

 

More about you: 

 

  • Front-line experience in customer service or support
  • Experience working with CRM systems (Salesforce preferred) in cross-functional environments
  • Strong communication, organizational, and problem-solving skills
  • Service- and consumer-oriented with a results-driven mindset
  • Able to work under pressure; proactive with a positive attitude
  • Collaborative team player and fast learner
  • Proficient in MS Office
  • Fluent in English and Polish

Nice to have :

  • Additional languages: German, French, or Spanish
  • Experience with SAP and/or SFDC
  • Informatics or Marketing skills

 

More about what we offer:

 

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.

 

 

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
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