Sr. Audiology Tech Support Representative

In this onsite role in the United States, you will deliver senior-level audiology technical support for hearing aid technology while helping hearing care professionals and supporting day-to-day team operations through training, mentorship, and leadership assistance.

Role Summary

The Sr. Audiology Tech Support Representative provides audiological support and technical troubleshooting for hearing aid technology to hearing care professionals. In addition to customer and technical support, the position includes administrative support, training and mentorship responsibilities, and operational or leadership assistance aimed at delivering world-class service and supporting business growth.

Key Responsibilities

• Provide an exceptional customer experience in every interaction
• Deliver hearing aid fitting solutions and recommendations
• Perform technical troubleshooting of instruments and software
• Provide technical assistance related to shell and production manufacturing
• Enter orders for hearing instruments and accessories when selling opportunities arise
• Log calls, customer complaints, and maintain B2B cases in Salesforce
• Serve as a subject matter expert and resource for Audiology Technical Support agents
• Assist with skill development for new hires
• Conduct one-on-one training sessions as needed
• Support onboarding and training initiatives for new team members
• Coordinate daily schedules using the Workforce Management tool as needed
• Monitor team needs and support leadership in maintaining effective phone coverage
• Assist leadership with documenting departmental policies and procedures
• Identify call trends and share insights with leadership
• Participate in department projects and initiatives assigned by leadership
• Proactively identify opportunities to improve team processes, resources, and training materials, and collaborate with leadership to implement improvements
• Seek opportunities to improve efficiency, workflows, and tools
• Assist with the development and delivery of team training materials
• Recommend enhancements to support engagement, learning, and performance
• Promote a positive, collaborative work environment and support the development of a high-performing team

Required Qualifications

• Audiology Degree of M.S./M.A./Au.D. or HIS equivalent, with 1 to 2 years of clinical or field experience in audiological evaluations and hearing aid dispensing
• Strong technical foundation in hearing aids
• Proven history of delivering a best-in-class customer experience
• Demonstrated strong individual performance, consistently meeting or exceeding team KPIs while maintaining quality and customer satisfaction
• Ability to guide and support peers through complex customer situations with a calm, professional approach
• Minimum of 2 years experience in Audiology Tech Support call center work
• Experience de-escalating challenging customer phone calls
• Pleasant, friendly, professional demeanor with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills
• Strong interpersonal, team building, and leadership skills
• Proven experience facilitating virtual or remote training sessions
• Experience working in a fast-paced environment with the ability to prioritize and multitask
• Positive attitude, ability to work independently or as part of a team, and genuine interest in people and desire to help
• Attention to detail and strong follow-up skills

Technologies

• Salesforce
• Workforce Management tool

Compensation and Location

• Location: United States (onsite)
• Salary: USD 95,000 - 100,000 per year
• Experience: Minimum 2 years

Benefits

• Medical, dental, prescription, and vision benefits
• 24/7 virtual medical care
• Employee Assistance Program for you and your family
• 401(k) with company match
• Company-paid life insurance
• Supplemental insurance for yourself, your spouse/partner, and your children
• Short-term and long-term disability insurance
• Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
• Pet Insurance
• Commuter accounts

Company Values

• We Create Trust: Value the opinions of customers and colleagues, promote inclusion, honesty, integrity, and respect, and keep promises.
• We are Team Players: Collaborate across Demant, take initiative, and help each other achieve ambitious goals.
• We Create Innovative Solutions: Improve and find new value-adding solutions, stay curious, and share ideas to increase collective innovativeness.
• We Apply a Can-do attitude: Look for opportunities to win the business and add value to customers by finding solutions and acting.