Hiring: Customer Support Specialist | Remote | 10:30am-7pm CST Company: Sonova Group Location: United States Job Posted Time: 2026-09-10 13:40:01 Employment Type: Remote Target Skills & Keywords : Aurora, CSS, Microsoft Excel, Microsoft PowerPoint, SAP, Salesforce About the job Experience: •2 years’ B2B Customer Service OR 3 years’ B2C Customer Service experience •2 years SAP experience; Salesforce.com experience a plus •Minimum 2 years’ B2B Customer Service OR 3 years’ B2C Customer Service experience •At least 2 years SAP experience; Salesforce.com experience a plus Required Skills: •Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles •Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems •Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable •Investigate and resolve problems related to the shipment of product, returns, credits, and orders •Handle customer complaints with a sense of urgency and see through to satisfactory resolution •Work cross functionally to ensure an effortless customer experience •Demonstrated capacity to consistently meet stated KPIs Qualifications: •High school diploma or equivalent; some college preferred •Effective written and verbal communication; strong active listening skills •Displays empathy, attention to detail, and interpersonal savvy •Intermediate skills with Microsoft Excel, Outlook, Teams, Word, PowerPoint •A minimum of 300Mb/sec download and 20Mb/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! •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 wholesale.HR@sonova.com Compensation: •Medical, dental and vision coverage* Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!