Clinical Software Support Specialist I

Clinical Software Support Specialist I

Position Spotlight:

• Office-based role with a schedule supporting the business between 6am to 5pm, Monday through Friday.
• Provide software support to audiology professionals and Cochlear field staff.
• Provide troubleshooting support for software and related hardware issues via phone and remote desktop tools.
• Support the installation, configuration, and networking of proprietary Cochlear programming software.

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission! If you have a passion for providing tier 1 customer support related to software/hardware installation and troubleshooting, this is a fantastic opportunity to join the Cochlear Americas Software Support team as the global leader in implantable hearing devices! This role is 100% office-based within our Americas head office in Lone Tree, CO.

To be successful in this role you’ll be able to assist clinics and Cochlear field staff with cochlear implant and bone conduction device programming systems. This includes the installation, troubleshooting, configuration, database setup and networking of Cochlear software on clinic systems. This role provides both acute and scheduled support via telephone and remote tools and will use systems to track software issues in Cochlear Americas and provide feedback to the manufacturer and the Cochlear Americas clinical team.

You will collaborate with cross functional teams such as Regulatory, Product Marketing, Health Economics, and Quality and act as a Cochlear liaison with key industry personnel to provide support, technical knowledge and expertise to ongoing and future internal projects, research studies and controlled market product releases surrounding Cochlear’s fitting software. You must demonstrate strong organizational skills, time management skills and observation skills. Your excellent attention to detail, focus on quality work and team collaboration will be critical to success this role.

Key Responsibilities

• Contribute to improvements on systems and process methods to better team deliverables.
• Support the installation, configuration, and networking of proprietary Cochlear programming software within established standards and guidelines.
• Record, track, and document the problem-solving process on all customer interactions in the appropriate systems.
• Provide troubleshooting support to our professional customers with software and related hardware issues via phone and remote desktop tools.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Experience working with Quality and Customer Relationship Management systems
• Bachelor’s in information systems technology, computer science or similar field OR equivalent work experience (CompTIA A+ certification, Microsoft Technology Associate certification, Cisco Certified Network Associate, Google IT Support Professional certificate and Microsoft Certified IT Professional or Support Technician can all be used in lieu of a Bachelor's degree)
• 1-3 Years of Experience providing Tier 1 customer support and troubleshooting for software products, as well as installing and upgrading software
• Experience with remote desktop applications (e.g., GoToAssist, Microsoft Teams, or TeamViewer)

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $28.85 per hour - $31.25 per hour based upon experience, as well as an annual bonus opportunity of 5% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

COVID-19

In alignment with our organizational principle of providing a safe work environment, employees of Cochlear are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodation. Proof of your COVID-19 vaccination will be required when you begin employment.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services, and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures, and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is an office environment and represents those an individual may encounter while performing the essential functions of this job.

by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.