End-User Support Technical Specialist
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Job Description
End-user technical support for Sennheiser headphones, soundbars, and hearables at Sonova. Diagnosing product issues, supporting repairs, web sales, and self-help tools.
Responsibilities:
- Provide Level 2 post-sales technical support
- Handle escalations from self-service tools, including FAQs and how-to guides
- Contribute to self-help content
- Support web sales order placement
- Handle customer service and complaints
- Support achievement of relevant KPI targets
- Assist end users with repair portals, web shops, and other self-help tools
- Stay current on product information and product updates
- Provide repair-service customer support
- Diagnose product or tool issues and provide step-by-step solutions
- Communicate with end users by telephone, email, and chat
- Handle customer communications during the repair-service process
- Assist other department coworkers as needed
- Adapt to organizational or team changes and support organizational change
- Build trust and collaborate effectively with others
- Accept assignments that expand capabilities and seek additional technical and functional expertise
Requirements:
- 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 and ability to handle difficult customers with diplomacy and tact
- Excellent oral and written communication and phone skills
- Excellent interpersonal skills
- Strong, accurate data entry skills
- Good organizational skills and excellent follow-through
- Good problem-solving skills
- Results-focused, with ability to meet and exceed performance targets and goals
- Ability to quickly learn company systems and tools
- Ability to interpret and apply department policies, procedures, and applicable laws, rules, and regulations
- Strong relationship-building skills, recognizing cultural differences
- Attention to detail; self-directed, self-starter, and problem solver
- Ability to work independently and with a team
- Ability to meet deadlines and balance multiple projects in a fast-paced environment
- Strong analytical and troubleshooting skills
- Deep product knowledge in consumer products and Bluetooth technologies
- Understanding of ecommerce solutions
- Ability to support end users with online direct sales
- Interest in consumer products preferred
Benefits:
- 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 Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO, floating Diversity Day, and paid holidays
- Paid parental bonding leave
- Employee Assistance Program with 24/7 mental health support hotline and five company-paid counseling sessions
- Robust internal career growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- Diversity and inclusion council and employee resource groups
- Flexible working conditions
- Further training and development support
- Sonova career growth opportunities
- Bonus eligibility
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