Shire Jobs

Software Support Specialist Department Diagnostics - Shared Services Job Locations US-MN-Eden Prairie Job ID 2024-22445 Overview We at Demant work with multiple brands and business areas to support customers and patients to live their best lives. We develop, manufacture, and sell products that help people with hearing loss connect and communicate with the world around them. Demant is the only company in the world that covers all areas of hearing healthcare, from hearing devices and hearing implants to diagnostic equipment and professional hearing care. We gain significant synergies from this unique position, creating new opportunities for our workforce in the years to come; Demant is active and engaged. OUR VALUES: We create trust | We are team players | We create innovative solutions | We apply a can-do attitude. The Product Specialist collaborates across departments to ensure excellent product delivery for proprietary software products within the business. Responsibilities Provide exceptional technical customer support for our proprietary applications as a member of our software helpdesk via phone, support portal & remote assistance tools. * Work remotely with our field distribution partners and customers to ensure proper installation and integration of our software products within healthcare facilities. * Collaborate with various departments worldwide, including clinical support and R&D, to ensure fault resolution and proper documentation of all findings within custom ticketing system & QMS. * Take full ownership over support cases and work closely with Senior teammates when needed to ensure all SLAs and KPIs are met. * Log all cases to the ticketing system ensuring procedural use and adherence. * Create and update knowledgebase articles. * Correctly identify, replicate, and thoroughly document issues for efficient case management. * All other duties as assigned. Qualifications * Intermediate to advanced level knowledge of Microsoft Windows operating systems (7/8.1/10) * Strong logical troubleshooting skills & techniques. * Self-starter- able to use reference material to work independently. * Apply general application concepts over multiple software solutions. * Excellent attention to detail. * Possess a customer-first attitude to clearly communicate details to both internal and external customers with varying technical abilities in a clinical setting. * Understanding of hearing and audio preferred. Education and Experience: * Two-year or four-year college degree or equivalent experience in a customer-facing technical role or similar combination of experience and certifications from CompTIA/Microsoft/Cisco etc. * Previous experience within medical technology field preferred. * Previous experience proprietary devices/applications (where Google will not find the solution) preferred. * Exposure/experience with Azure cloud and healthcare management systems via HL7 interfaces preferred. * Exposure/experience with Microsoft SQL Server (client-server configuration, installation, troubleshooting) Travel: * None. Physical Requirements: * Prolonged periods of sitting at a desk and working on a computer. * Must be able to lift up to 25 pounds at times. The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries. 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. #LI-LD1 #IND2 Need help finding the right job? We can recommend jobs specifically for you! Click here to get started. Oticon, INC. is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, natio al origin, disability, or protected veteran status