What are the responsibilities and job description for the Application Support Specialist position at Oticon, Inc?
Who WE Are:
HearingLifeis a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health, and innovation since 1904.HearingLifeoperates more than 600 hearing care centers across 42 states. We follow a scientific, results-oriented approach to hearing healthcare thatis provided byhighly skilledand caring professionals. Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care.
Who YOU Are:
The Application Support Specialist provides 2nd level support for business applications, ensuring optimal system performance and user experience. This role focuses on troubleshooting, issue resolution, and process improvements for applications such as Microsoft Dynamics CRM, ClickDimensions, Diary Management (a proprietary web-based business application used in clinics), and related digital marketing tools. While specializing in Customer Engagement, the role will also support cross-functional applications, such as Microsoft Dynamics AX (ERP system) and POS (a proprietary Point of Sales application). The role will also bring knowledge to enhance team efficiency and provide backup support across all business areas.
Responsibilities
Application Support & Issue Resolution
- Provide 2nd level support for Customer Engagement and ERP applications, resolving issues and escalating to 3rd level support as necessary.
- Identify and document workarounds for open issues pending resolution.
- Monitor and track incidents, ensuring timely resolution and effective communication with stakeholders.
- Assist in Business-Critical Incidents, coordinating with incident managers and relevant teams.
User Support & Training
- Assist users with troubleshooting, best practices, and system navigation.
- Conduct training sessions and create user documentation to enhance business application adoption.
- Engage with business teams to build IT competencies and improve overall system usage.
System Optimization & Continuous Improvement
- Participate in testing and quality assurance of new software releases and updates.
- Contribute to system improvements by gathering user feedback and recommending enhancements.
- Ensure alignment with global IT governance and best practices.
Collaboration & Knowledge Sharing
- Work closely with global and local IT teams to share insights and resolve common issues.
- Develop a broad understanding of applications across multiple business domains to support cross-functional collaboration.
- Participate in Hypercare support for new implementations and system rollouts.
Qualifications
- Experience supporting Microsoft Dynamics CRM, ClickDimensions, and web-based applications preferred.
- Experience supporting Microsoft Dynamics AX is a plus.
- Strong troubleshooting and problem-solving skills with a technical mindset.
- Experience in digital marketing tools, customer engagement platforms, Point of Sale applications and ERP systems is a plus.
- Experience in database management and SQL is a plus.
- Ability to create documentation and conduct end-user training.
- Excellent customer service skills with a proactive approach to issue resolution.
- Strong analytical skills and ability to prioritize tasks effectively.
- Experience working in a healthcare or patient-focused environment is a plus.
- Willingness to continuously learn and expand knowledge across business applications.
We are 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.
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Oticon, INC. 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
