Software Support and Connectivity Specialist
United States – Remote
The Software Support and Connectivity Specialist is responsible for supporting customers with software and connectivity inquiries related to hearing aid technology. This role acts as a subject matter expert in fitting software, Bluetooth connectivity, and eServices, while collaborating cross-functionally to deliver an exceptional customer experience.
Responsibilities:
Support customers through incoming software and connectivity support queues
Handle escalations from Audiology Technical Support and Consumer Connectivity teams
Provide support for Bluetooth and wireless accessory troubleshooting
Conduct scheduled outbound calls to assist customers with technical issues
Act as a subject matter expert for Sonova fitting software and Noah applications
Collaborate with internal teams across technical support, marketing, and product teams
Develop innovative solutions to improve customer and employee experience
Participate in meetings and initiatives to support business growth
More about you:
High School diploma required
Associate’s or Bachelor’s degree in IT, Software, or related field preferred
5+ years of experience in a technical software support environment
Experience supporting high-tech or medical device products preferred
Strong problem-solving and analytical skills
Excellent communication and organizational abilities
Ability to manage multiple priorities and work independently
Knowledge of hearing aid fitting software, Noah applications, or networking is a plus
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:
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care AccountsTeleHealth 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 (or sick and vacation time), floating Diversity Day, & paid holidays* Paid parental bonding leave Employee Assistance Program Robust Internal Career Growth opportunities Tuition reimbursement Hearing aid discount for employees and family Internal social recognition platform *Plan rules/offerings dependent upon group Company/location.
This role's pay range is between: $30 – $36 per hour. This role is also 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 while supporting flexible and effective remote work environments.
Sonova Group is a global healthcare company specializing in hearing care solutions and audio technology. The company develops and distributes hearing aids and related products to support individuals with hearing loss. Sonova operates through a customer-focused service model that includes customer support, sales, and wholesale operations. The company offers comprehensive employee benefits and emphasizes internal career growth opportunities.
