Software Support Specialist

Department Diagnostics - Other
Job Locations US-MN-Eden Prairie
Job ID


William Demant Holding Corporation (WDH) is a Denmark-based manufacturer of Hearing-related products and services. WDH is comprised of multiple market-leading Hearing Aid and Audiology Screening and Diagnostic equipment/service companies.


For more than seven decades the Diagnostic Group LLC has been an innovator in audiological instruments, developing, producing, and distributing reliable products ranging from hearing screening to diagnostic solutions. Diagnostic Group LLC has grown over the years to fulfill the specialized needs of the growing field of audiology. From screening audiometers for school nurses and General Practitioners to complex diagnostic instruments for in-depth examination. Diagnostic Group LLC provides novel and efficient tools for hearing professionals.  The Diagnostic Group LLC division is located in Eden Prairie, MN.


The Software Support Specialist is responsible for troubleshooting software application issues and providing technical stakeholder support to resolve technical faults quickly and accurately. In this position, you will be part of a team of 6 where support and problem resolution are key to the ongoing success of our business. You will provide break/fix and configuration support for medical devices including audiometers, tympanometers, and corresponding software-based solutions.


If you have experience within IT or technical support, pride yourself on providing excellent customer service, and have a strong desire to learn the function and application of our hearing healthcare products, we look forward to hearing from you!


  • Provide exceptional technical customer support for our proprietary applications as a member of our software helpdesk via phone, support portal, and 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
  • Ensure all cases are properly logged into the ticketing system and handled according to procedure
  • Create and update knowledgebase articles
  • Correctly identify, replicate, and thoroughly document issues for efficient case management
  • All other duties as assigned


  • 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.
  • Intermediate to advanced level knowledge of Microsoft Windows operating systems (7/8.1/10)
  • Strong logical troubleshooting skills and techniques
  • Self-starter - able to use reference material to work independently
  • Exposure or experience with Microsoft SQL Server (client-server configuration, installation, troubleshooting)
  • Apply general application concepts over multiple software solutions
  • Excellent attention to detail
  • Work independently with minimal supervision
  • Customer-first attitude to clearly communicate details to both internal and external customers with varying technical abilities in a clinical setting

Nice to have:

  • Previous experience within medical technology field
  • Previous experience with proprietary devices/applications (where Google will not find the solution)
  • Exposure/experience with Azure cloud and healthcare management systems via HL7 interfaces
  • Understanding of hearing and audio


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