Remote
Audiology Technical Support Specialist
The Audiology Technical Support Specialist is responsible for providing expert-level support to customers by troubleshooting, fitting, and recommending hearing solutions. This role partners closely with providers and consumers to ensure optimal product performance while delivering a high level of customer service and technical expertise. The position plays a critical role in strengthening customer relationships and driving confidence in supported products.
Responsibilities:
• Respond to high-volume inbound calls from providers and customers, delivering timely and effective technical support
• Provide hearing aid fitting recommendations, troubleshooting, and product guidance
• Build and maintain strong relationships with customers to ensure satisfaction and retention
• Proactively identify customer needs and recommend solutions to enhance their experience
• Document all customer interactions accurately within CRM systems
• Follow up with customers to ensure issues are resolved and service expectations are met
• Ensure compliance with company policies and regulatory requirements
More about you:
• Master’s degree in Audiology or Hearing Instrument Specialist license required (AuD preferred)
• 3+ years of experience fitting, recommending, and troubleshooting hearing aids and related technology
• Strong technical knowledge of hearing aid software and tools such as NOAH
• Excellent communication skills with the ability to support both providers and consumers
• Strong problem-solving skills with the ability to work independently in a fast-paced environment
• Experience with CRM systems and multi-line phone systems preferred
• Bilingual English/Spanish is a strong asset
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
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 Sonova Human Resources
What we offer
*Plan rules/offerings dependent upon group Company/location
This role's pay range is between: $90,000 – 108,000 This role is also commission eligible/bonus eligible.
How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From personal audio devices and wireless communication systems to audiological care services, hearing aids, and cochlear implants. Our product brands – Phonak, Unitron, Sennheiser (under license), and Advanced Bionics – create compelling new products to offer the optimal solution for an ever growing consumer base through our globally diversified sales and distribution channels, including our well established global audiological care business. With a presence in over 100 countries and more than 19,000 employees, we leverage our global infrastructure and local roots. We aim for an inclusive work environment and culture that fosters a good balance of family and work-life for everyone. Our workforce is made up of 110 nationalities across 4 generations.
In 2006, Sonova founded the non-profit Hear the World Foundation, which seeks to give children living with hearing loss access to audiological care in low- to middle-income countries.
