Client Systems Specialist

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