at Phonak in Aurora, Illinois, United States
Job Description
Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.
Remote, United States
Audiology Technical Support Specialist - Saturdays
Remote | United States
Saturdays 8 am - 5 pm after 4-6 week training program
Audiology Technical Support Specialist
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing.
The Technical Support Audiologist will be primarily responsible for effectively responding to all customer inquiries, concerns, and needs in a timely, friendly, supportive, accurate, and professional manner to increase customer commitment to fitting supported products.Technical Support Audiologists are supported via the Training Team for new product and re-training needs, the Quality Team in reviewing calls to confirm we continue to provide an exceptional customer experience, colleagues in Production and Product Management to address product issues, Customer Success Leadership in developing career paths and HR in managing benefits, etc.
More about the role:
Responsible for providing fitting recommendations and troubleshooting with a focus on being proactive in identifying the customer's next need before they do.
Ability to successfully demonstrate exceptional critical thinking and troubleshooting skills are a must to be successful in this role
A passion for providing our hearing healthcare professional partners with superior customer service as well as technical information will ensure that the Technical Support Audiologist is consistently providing accurate information as well as follow-through in addressing outstanding concerns.
A positive, energetic, stress-resistant attitude is necessary to successfully support hearing healthcare providers for an average of 40+ inbound calls/day.
Support the hearing healthcare professional regardless of channel in successfully selecting, fitting, and troubleshooting supported products, ensuring exceptional patient benefit and success.
Support our internal/external colleagues by documenting customer contacts.
Identify and execute opportunities to enhance technical and troubleshooting resources acumen and relationships.
Continue to develop professionally by demonstrating a desire to learn and grow within the organization.
Demonstrate flexibility and out-of-the-box thinking, and endeavor with every customer contact to secure our position as the provider of choice.
Other duties as assigned by your manager.
More about you:
AuD in Audiology preferred, master's degree considered
4-5 years Clinical Dispensing experience, preferably in multiple dispensing environments and preferably with both pediatric and adult populations
Familiarity with Phonak Product Portfolio and software(s)
Excellent troubleshooting/problem-solving skills in a wide variety of areas including daily wear hearing aids, extended wear hearing aids, FM/Roger, wireless accessories, verification, and CROS fittings
Highly technical and organized
Able to work independently
Already involved in multiple aspects of the business and support materials
Subject Matter Expertise, preferably in multiple areas
Ability to maintain Confidentiality
Demonstrates informal leadership currently and/or has pursued developmental opportunities in leadership
Ability to multi-task in a fast-paced environment
Excellent verbal and written communication skills
Commitment to an exceptional Customer Experience
Quality, Accuracy, and Productivity Focus
Comfort with operating systems (ex. Outlook, Microsoft Office, CRM/ERP a plus)
If remote candidate, must be able to demonstrate that internet provider options meet Phonak requirements
The ideal candidate has flexibility with hours and could work any shift during service center hours
Don't meet all the criteria? If you're willing to go allin and learn... For full info follow application link.
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.
