• Provide customer support to assist users in the resolution of questions that may arise. • Troubleshoots problems the users are having and develops technical solutions for users, technicians and customers. • Refers cases to the application developers when their help is needed to resolve problems. • Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. • Learn and support Kenco developed software solutions. • Acts as a technical resource in assisting users to resolve problems with Kenco developed systems. • Maintain a log of calls to the Applications Help Desk and remedial action taken. • Read technical manuals, confer with users and conduct diagnostics to investigate and resolve problems and to provide technical assistance and support. • Train users in the proper use of specific software. • Making recommendations on areas of process improvement. • Resolve problems via phone or remote control software in a help desk environment.

• Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency. • Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management and enhance customer satisfaction. • Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations. • Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements. • Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues. • Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times. • Create and maintain detailed documentation, knowledge base articles, and support resources. • Mentor and train junior engineers, enhancing overall team competency and knowledge sharing. • Learn, develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks. • Perform account management request analysis and automate routine and manual tasks. • Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency. • Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.

Software Support and Connectivity Specialist United States – Remote The Software Support and Connectivity Specialist is responsible for supporting customers with software and connectivity inquiries related to hearing aid technology. This role acts as a subject matter expert in fitting software, Bluetooth connectivity, and eServices, while collaborating cross-functionally to deliver an exceptional customer experience. Responsibilities: - Support customers through incoming software and connectivity support queues - Handle escalations from Audiology Technical Support and Consumer Connectivity teams - Provide support for Bluetooth and wireless accessory troubleshooting - Conduct scheduled outbound calls to assist customers with technical issues - Act as a subject matter expert for Sonova fitting software and Noah applications - Collaborate with internal teams across technical support, marketing, and product teams - Develop innovative solutions to improve customer and employee experience - Participate in meetings and initiatives to support business growth More about you: - High School diploma required - Associate’s or Bachelor’s degree in IT, Software, or related field preferred - 5+ years of experience in a technical software support environment - Experience supporting high-tech or medical device products preferred - Strong problem-solving and analytical skills - Excellent communication and organizational abilities - Ability to manage multiple priorities and work independently - Knowledge of hearing aid fitting software, Noah applications, or networking is a plus A minimum of 200Mb/sec download and 10Mb/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! 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:wholesale.HR@sonova.com Sonova Human Resources What we offer: 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 insurance Additional 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 (or sick and vacation time), floating Diversity Day, & paid holidays* Paid parental bonding leave Employee Assistance Program Robust Internal Career Growth opportunities Tuition reimbursement Hearing aid discount for employees and family Internal social recognition platform *Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $30 – $36 per hour. This role is also bonus eligible. How we work: At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration while supporting flexible and effective remote work environments.

• Ensure responsiveness and first-time resolution to customers’ requests for technical support • Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail • Collaborate with a team to resolve or escalate product issues when needed • Actively create and update knowledge base articles for internal and external uses • Actively listen to customers and use Salesforce to quickly capture accurate detailed notes for all customer interactions • Perform shift work and participate in an After-Hours rotation providing technical support up to 24/7 during non-business hours • Regularly participate in technical training on new products and systems