What are the responsibilities and job description for the Client System Specialist position at Oticon, Inc?
| Job ID | 2023-20032 |
The Client Systems Support Specialist will provide help desk support for Oticon, Oticon Medical, Sonic Innovations, Philips, and Bernafon customers on NOAH, Genie/Genie 2, Expressfit/Expressfit Pro, HearSuite, Oasis/Oasis NXT, Genie Medical, compatible programming devices, and Bluetooth connectivity products. Support Specialists also research and test 3rd party devices for compatibility with all Brands of products.
This role will be responsible for the 11:30-8:00pm ET shift.
* Support customers and internal staff on NOAH, Genie/Genie 2, Expressfit/Expressfit Pro, HearSuite, Oasis/Oasis NXT, Genie Medical and other Demant software products
* Support customers and internal staff on Hipro, NOAHLink, NOAHLink Wireless, ExpressLink, FittingLink and other Demant compatible programming devices
* Support customers and internal staff on Demant connectivity devices and 3rd party devices as they relate to connectivity with Demant products
* Provide 2nd level support to consumers on Demant connectivity devices and 3rd party devices as they relate to connectivity with Demant products
* Research and test 3rd party devices for compatibility with Demant products as needed
* Handle customer and consumer calls and emails in a manner that creates a positive experience to build loyalty to the Demant brands
* 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 Demant 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
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
