Software Support and Connectivity Specialist

Accountabilities

• • Provide technical support to customers through incoming software and connectivity support queues.
  • Investigate and resolve customer inquiries involving fitting software, connectivity, Bluetooth technology, wireless accessories, and related services.
  • Handle escalated technical issues from Audiology Technical Support and Consumer Connectivity teams.
  • Conduct scheduled outbound calls to proactively assist customers with technical challenges and guide them toward effective solutions.
  • Serve as a subject matter expert on hearing aid fitting software, Noah applications, and related connectivity technologies.
  • Troubleshoot software and network connectivity issues while identifying root causes and appropriate resolutions.
  • Collaborate with technical support, marketing, product, and other internal teams to resolve complex issues and improve service delivery.
  • Develop and recommend innovative solutions that improve customer and employee experiences.
  • Participate in meetings, projects, and business initiatives that contribute to organizational growth and operational improvement.
  • Maintain a high level of technical knowledge to provide accurate, efficient, and customer-focused support.
  • Manage multiple support priorities effectively while working independently and maintaining strong communication with relevant stakeholders.

  Requirements

  • High school diploma or equivalent required.
  • Associate’s or bachelor’s degree in Information Technology, Software, Computer Science, or a related field preferred.
  • 5+ years of experience working in a technical software support environment.
  • Experience supporting high-technology products or medical devices is preferred.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to customers and colleagues.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced support environment.
  • Ability to work independently, exercise sound judgment, and take ownership of technical issues through resolution.
  • Knowledge of hearing aid fitting software, Noah applications, networking, or related connectivity technologies is a plus.
  • Strong customer-service mindset and ability to remain professional and solution-oriented when handling escalated technical concerns.
  • Ability to collaborate effectively with cross-functional teams and contribute to continuous improvement initiatives.
  • For remote work, a minimum internet connection speed of 200 Mbps download and 10 Mbps upload is required.

  Benefits

  • Hourly pay range of $30–$36, depending on qualifications and experience.
  • Eligibility for bonus compensation.
  • Medical, dental, and vision coverage.
  • Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
  • Telehealth options.
  • 401(k) retirement plan with company match.
  • Company-paid life and accidental death and dismemberment insurance.
  • Supplemental life and AD&D coverage options.
  • Company-paid short-term and long-term disability coverage, with buy-up options.
  • Accident and hospital indemnity coverage.
  • Legal and identity theft assistance.
  • Paid time off or applicable sick and vacation time, floating Diversity Day, and paid holidays.
  • Paid parental bonding leave.
  • Employee Assistance Program.
  • Internal career growth and professional development opportunities.
  • Tuition reimbursement.
  • Hearing aid discounts for employees and eligible family members.
  • Internal employee recognition platform.
  • Flexible remote work environment focused on employee well-being, engagement, and collaboration.