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# Software Support and Training Spec

- **Company:** Oticon, Inc.
- **Location:** Eden Prairie, MN, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software Applications, Issue Tracking Systems, Software Engineering, Zendesk
- **Published:** July 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4b7cd03331984353

## About the Role

* Bachelor's degree or 2-3 years of experience in technology or customer service
 * Logical troubleshooting skills and techniques
 * Strong interpersonal and presentation skills
 * Self-starter - able to use reference material to work independently
 * Excellent attention to detail
 * Customer-first attitude to clearly communicate details to customers with varying technical abilities in a clinical setting, We Apply a Can-do attitude - We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

## Description

The Software Support and Training Specialist provides technical support to users, troubleshoots software issues, and works closely with internal teams to ensure a seamless customer experience. This role requires strong problem-solving skills, excellent communication, and a solid understanding of software applications and systems., * Serve as the first point of contact for customers seeking technical assistance via FreshDesk, phone, email, or chat.

 * Diagnose and resolve software issues, including installation, configuration, and functionality problems.
 * Document support interactions in FreshDesk ticketing system and track the progress of issue resolution.
 * Track calls in call-tracker.
 * Escalate complex issues to appropriate team when necessary.
 * Provide user guidance and training on software features and best practices.
 * Collaborate with development team to identify and resolve recurring issues or bugs.
 * Assist with software updates, patches, and releases as needed.
 * Maintain up-to-date knowledge of software products and enhancements.
 * Create and maintain support documentation and video tutorials, FAQs, and user guides.
 * Process client requests for system enhancements or modifications to our evolving software


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