Client Systems Specialist

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 3^rd party devices for compatibility with Oticon products.

• 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

• 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

   

• We Create Trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises. 

   

  We are Team Players – We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.  

   

  We Create Innovative Solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness. 

   

  We Apply a Can-do attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

   

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

   

  The pay range for this position is expected to be between $46,396 and $51,552 annual; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

   

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