End-User Support Technical Specialist

Sonova AG

5d • $60,000 - $70,000 • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• JD Edwards (preferred)
• Interest in the consumer products preferable
• Understanding of Ecommerce solution
• If you’re willing to go all in and learn we'd love to hear from you!

Responsibilities

• 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

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree