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.