Job Details
Overview
The Client Systems Support Specialist will provide help desk support for 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.
Responsibilities
Support customers and internal staff on NOAH, Genie/Genie 2, Genie Medical and other company software products
Support customers and internal staff on Hipro, NOAHLink, NOAHLink Wireless, ExpressLink, FittingLink and other compatible programming devices
Support customers and internal staff on connectivity devices and 3rd party devices as they relate to connectivity with company products
Provide 2nd level support to consumers on company connectivity devices and 3rd party devices as they relate to connectivity with company products
Research and test 3rd party devices for compatibility with company products as needed
Handle customer and consumer calls and emails in a manner that creates a positive experience to build loyalty to the company 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 company A/S and other 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