Job description
Who we are
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. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves – they create sense.
Who is Sennheiser
We live and breathe audio. We are driven by the passion to create audio solutions that make a difference. The business with consumer devices such as headphones, soundbars and speech-enhanced hearables is now operated by Sonova Holding AG under the license of Sennheiser.
With the well-known Sennheiser brand, the company stands for premium quality in the field of audio products. In order to remain among the best in its field, Sonova Consumer Hearing is always on the lookout for outstanding talent for the Sennheiser brand. The company is headquartered in Wedemark, Germany, with approximately 650 employees worldwide.
End User Support Specialist
Purpose of role:Ensuring that everything starts and ends with the customer. End user support specialists provide technical support to end-customers on a variety of issues relating our products and self-help tools. The role requires extensive communication via telephone, email and chat while providing the highest level of customer service. Specialists will generally deal directly with end users and must effectively communicate answers in a way they can understand. Their responsibilities include diagnosing product or tool issues and providing callers with step-by-step solutions over the phone, by email or chat. They will also handle customer communications during the repair service process.
Our Offer to You:
Improving the quality of life of millions of people suffering from hearing loss
A challenging and motivating assignment as part of a dynamic team
Modern mindset and processes, accommodating flexible working conditions
Opportunities for further responsibilities and support for further training and development
A company that values diversity and inclusion
Sonova’s outstanding opportunities and career growth
Main Tasks and Responsibities:
Tech support L2 (post-sales support)
Escalations from self-service tools (FAQ, How to guides)
Contribute to self-help content
Web sales order placement support
Customer service and complaint handling
Support with achievement of relevant KPI targets
Assist end users with our suite of self-help tools (Repair portal, web shop)
Remain current on product information and product updates through available resources
Assist other co-workers in the department as needed
Provide repair service customer support
Deep product knowledge in consumer products and Bluetooth technologies
Willingly accepts direction to adapt role to organization or team changes
Interest in the consumer products preferable
Understanding of Ecommerce solution
Ability to support end-user with online Direct Sales
Is quick to recognize situations where change is needed and takes steps to implement change
Support organizational change
Build trust with others by acting in a way that is consistent with group/organizational expectations
Flexible in completing job assignments
Willingly accepts assignments that will expand his/her capabilities
Seek opportunities and effectively work with others; learn from others who have more experience and tenure in the organization
Actively seek additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignments
Education and Skillset:
Bachelor’s Degree preferred, or equivalent combination of education and related experience
1-3 years Customer Service experience
Strong PC Skills in MS Office, JD Edwards (preferred)
Superior customer service attitude; able to handle difficult customers with diplomacy and tact
Excellent communication (oral and written) skills, and excellent phone skills
Excellent interpersonal skills
Strong, accurate data entry skills
Good organizational skills with excellent follow-through
Good problem-solving skills
Excellent organizational skills as well as oral and written communication skills
Results focused by aiming for and exceeding performance targets and goals to drive personal accountability
Able to quickly learn company systems and tools
Able to interpret and apply department policies and procedures and applicable laws, rules, and regulations
Strong on Relationship Building by recognizing cultural differences
Attention to detail, self-directed, self-starter, problem solver
Able to work independently and with a team and to promote a positive work atmosphere
Able to meet deadlines & balance multiple projects in a fast-paced environment
Strong analytical and troubleshooting skills
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
Health Benefits and Perks:
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 insuranceAdditional 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, 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
D&I focused: D&I council and employee resource groups
*Plan rules/offerings dependent upon group Company/location.
This role's base pay range is between: $60,000 - $70,000. This role is also bonus eligible. Compensation packages are based on skills, experience, and geographic location.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.