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Client Systems Specialist - Trenton, United States - Demant
Description
OverviewThe Client Systems Support Specialist will provide help desk support for Demant customers. Support Specialists also research and test 3rd party devices for compatibility with all Brands of products.
Responsibilities
Support customers and internal staff on Demant connectivity devices and 3rd party devices. (Training will be provided on Demant specific devices and systems)
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.
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.
Liase 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
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
Familiarity with basic networking principles
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