End-User Support Technical Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide Level 2 technical support following sales.

• Address escalations originating from self-service resources, such as FAQs and how-to guides.

• Contribute to the development of self-help materials.

• Assist with web sales order processing.

• Manage customer service inquiries and complaints.

• Support the achievement of relevant KPI objectives.

• Aid end users with repair portals, online shops, and other self-service tools.

• Remain updated on product information and updates.

• Offer repair-service support to customers.

• Diagnose issues with products or tools and provide detailed solutions.

• Interact with end users via phone, email, and chat.

• Manage customer communications throughout the repair-service process.

• Support colleagues from other departments as necessary.

• Adapt to changes within the organization or team and support organizational transitions.

• Foster trust and collaborate effectively with team members.

• Accept assignments that enhance skill sets and pursue additional technical and functional knowledge.

⛳️ Requirements

• Bachelor’s Degree preferred, or an equivalent combination of education and relevant experience.

• 1–3 years of experience in Customer Service.

• Proficient PC skills in MS Office; familiarity with JD Edwards is preferred.

• Exceptional customer service mindset with the ability to manage challenging customers diplomatically.

• Strong oral and written communication skills as well as phone etiquette.

• Excellent interpersonal abilities.

• Strong and accurate data entry capabilities.

• Good organizational skills and an excellent follow-through.

• Effective problem-solving skills.

• Results-oriented, with the capacity to meet and surpass performance targets and goals.

• Quick learner of company systems and tools.

• Ability to interpret and apply departmental policies, procedures, and pertinent laws and regulations.

• Strong relationship-building skills, with an appreciation for cultural diversity.

• Keen attention to detail; self-motivated, proactive, and a problem solver.

• Capacity to work independently as well as collaboratively within a team.

• Ability to meet deadlines and manage multiple projects in a dynamic environment.

• Strong analytical and troubleshooting abilities.

• In-depth product knowledge in consumer products and Bluetooth technologies.

• Familiarity with ecommerce solutions.

• Capability to assist end users with online direct sales.

• Interest in consumer products is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.

• TeleHealth services available.

• 401k plan with company matching.

• Company-funded life and AD&D insurance.

• Additional supplemental life and AD&D coverage offered.

• Company-funded Short and Long-Term Disability coverage.

• Options for STD/LTD Buy-ups.

• Accident and Hospital Indemnity coverage.

• Legal and ID Theft Assistance.

• Paid Time Off, floating Diversity Day, and paid holidays.

• Paid parental bonding leave.

• Employee Assistance Program offering 24/7 mental health support hotline and five company-paid counseling sessions.

• Robust opportunities for internal career advancement.

• Tuition reimbursement program.

• Discount on hearing aids for employees and their families.

• Internal social recognition platform.

• Diversity and inclusion council and employee resource groups.

• Flexible working arrangements.

• Additional training and development support.

• Career growth opportunities at Sonova.

• Eligibility for bonuses.