Client Systems Support Specialist - Help Desk

Overview: Oticon is part of the Demant Group. Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.
The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.
The Client Systems Support Specialist will provide help desk support for Oticon and Oticon Medical customers on NOAH, Genie/Genie2, Genie Medical, compatible programming devices, and Bluetooth connectivity products. Support Specialists also research and test 3rd party devices for compatibility with Oticon products.
The hours for this position are from 11:00 am - 7:30 pm M - F.

Responsibilities:

• Support customers and internal staff on NOAH, Genie/Genie 2, Genie Medical and other Oticon software products
• Support customers and internal staff on Hipro, NOAHLink, NOAHLink Wireless, ExpressLink, FittingLink and other Oticon compatible programming devices
• Support customers and internal staff on Oticon connectivity devices and 3rd party devices as they relate to connectivity with Oticon products
• Provide 2nd level support to consumers on Oticon connectivity devices and 3rd party devices as they relate to connectivity with Oticon products
• Research and test 3rd party devices for compatibility with Oticon products as needed
• Handle customer and consumer calls and emails in a manner that creates a positive experience to build loyalty to the Oticon brand
• Software and hardware troubleshooting, announcement of system outages, basic system administration, in-depth assistance on supported software applications, problem tracking/follow-up, and delegation to other specialists for additional assistance.
• Input all calls into call tracking software
• Collect and relay software information, technical problems and suggestions for improvement to Oticon A/S and/or appropriate department manager.
• Manage incident escalations, crisis calls, and monitors questions ensuring appropriate responsiveness to customer requests/issues.
• Maintain liaison with Oticon A/S and other Oticon sister companies to keep abreast of software development, support materials, and new enhancements of help desk operations
• May perform miscellaneous tasks/projects as directed by manager

Qualifications:

• Technical degree or equivalent knowledge/experience in Oticon fitting software support
• Minimum of 4 years help desk experience installing and supporting hardware and software over the phone
• Experience with Bluetooth and mobile devices including Android and iOS preferred
• Experience with computer configuration including software and hardware installation, removal and troubleshooting
• Strong customer service skills with a customer first attitude
• Working knowledge of Microsoft Office
• Excellent verbal and written communication skills. Must speak and write clearly and professionally
• Familiarity with basic networking principles
• Ability to organize and prioritize work in a fast-paced environment

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.