Technical Support Specialist Jobs

Technical Support Specialist

Audioscan is part of the Demant Diagnostics North America. Audioscan is North America’s leading manufacturer of professional high-end hearing aid verification equipment. At Audioscan, we are committed to delivering to our customers user-friendly, affordable tools that bring science to the fitting of hearing instruments.

Audioscan operates as an independent entity in Ontario, Canada with our own sales leadership, product management, research and development, clinical support, education, customer service, marketing and production functions.

THE ROLE

The Technical Support Specialist is responsible for providing support to field technicians and customers experiencing technical and/or application issues with their verification equipment. The Technical Support Specialist promptly and accurately diagnoses the issue, provides the necessary support to fix the problem, and provides user instructions by email, phone or virtually. Additionally, the Technical Support Specialist is responsible for triaging equipment sent in for service and for initiating the necessary paperwork. From time to time the Technical Support Specialist will provide clinical support on common questions from field technicians and customers.

The Technical Support Specialist is responsible for training and communicating with our distributor service technicians. The Technical Support Specialist creates and maintains service bulletins and other knowledgebase information, to be shared with other team members both internal and external. Additionally, the Technical Support Specialist provides technical documentation support to key customers.

The Technical Support Specialist is responsible for monitoring equipment performance in the field, identifying trends, and identifying issues as they arise.

Essential Functions

· Provide technical customer support via phone/email/virtual

· Respond to customer inquiries regarding product service and support

· Triage equipment sent in for service

· Maintain detailed logs of customer problems, solutions and customer satisfaction within a ticketing system and Quality Management System

· Collaborate with various departments to find solutions to more complex issues

· Create and maintain service bulletins and other knowledgebase articles

Qualifications

· Post-secondary education in a related field or the equivalent combination of education, technical certifications or training, and work experience

· Strong troubleshooting skills

· Self starter – able to use reference material to work independently

· Excellent customer service skills

· Excellent oral and written communication skills to clearly communicate details to both internal and external customers with various levels of technical understanding

Audioscan is 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, or disability.

Job Type: Full-time

Benefits:

• Employee assistance program
• Casual dress
• Company events
• Vision care
• Dental care
• Disability insurance
• Life insurance
• On-site parking
• Extended health care

Schedule:

• Monday to Friday

Education:

• DCS / DEC (preferred)

Experience:

• Technical Support Specialist: 2 years (preferred)

Licence/Certification:

• Technical certification or training (preferred)

Work Location: In person