What are the responsibilities and job description for the Client Systems Specialist position at Oticon?
Client Systems Specialist
Department
Oticon Customer Experience
Job Locations
US-NJ-Somerset
Job ID
2025-22823
Overview
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 3rd party devices for compatibility with Oticon products.
Responsibilities
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
Qualifications
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