at Phonak in Aurora, Illinois, United States Job Description Who we are At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them. Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters. Aurora (IL), United States Audiology Technical Support Specialist 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 allin 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 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 (or sick and vacation time), 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
• Plan rules/offerings dependent upon group Company/location.

This role's pay range is between:$73,000 - 85,000. This role is alsocommission 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. Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status. 163990 We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view full details and how to apply, please login or create a Job Seeker account