Client Systems Specialist

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

• 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