Technical Support Services Specialist I

Job Description

Job DescriptionDescription:

About the Role

MED-EL is seeking a Recipient Technical Support Services Specialist who is passionate about helping others and delivering an exceptional customer experience. In this role, you will support recipients of MED-EL hearing technologies and their caregivers, providing patient, clear, and effective technical assistance across multiple communication channels. You’ll troubleshoot device and connectivity issues, support customer portals and applications, and deliver product overviews to internal teams.

If you love solving problems, enjoy guiding people through technical challenges, and thrive in a fast-paced environment, this role will feel like home.

What You’ll Do

• Provide outstanding customer support through troubleshooting, equipment guidance, and device connectivity assistance.
• Offer clear, step-by-step instructions to resolve technical issues for recipients and caregivers.
• Escalate complex cases to internal partners when higher-level support is required.
• Document all customer interactions according to MED-EL standards, including complaint submissions when appropriate.
• Deliver product overviews to new hires and internal teams using materials from the Audiology team.
• Support customer portals and applications, including clinic setup, login issues, MyMedel management, data discrepancies, patient transfers, and user administration.
• Assist users with mobile apps related to hearing technologies, revenue cycle tools, and patient portals.
• Conduct follow-up communications to ensure full resolution of customer issues.
• Collaborate with support team members to share knowledge, report trends, and contribute to a positive team environment.
• Stay current on product features, updates, and best practices.

What You Bring

• Bachelor’s degree required; audiology, speech, or hearing sciences preferred.
• Experience in a customer-facing role, ideally in health tech, medical devices, or healthcare.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication abilities.
• Ability to explain technical concepts to non-technical users with patience and clarity.
• Comfort working in a fast-paced environment while managing multiple tasks.
• Ability to quickly learn support ticketing systems, CRM platforms, and MED-EL software (including ERP/Navision).
• High proficiency with written communication and computer applications (e.g., Microsoft Office).
• Must reside in the Mountain or Pacific Time Zone.

Additional Details

• Work materials (e.g., computer) are provided.
• Must maintain a suitable home workspace with high-speed internet.
• Occasional shift adjustments or additional hours may be required based on business needs.
• Occasional travel (<15%) may be required.
• Reports to the Director, Audiology Technical Support Services.

Why Join MED-EL

You’ll be part of a mission-driven organization dedicated to improving lives through hearing technology. You’ll work with a supportive team, build meaningful relationships with customers, and play a key role in ensuring recipients can confidently use the technology that connects them to the world.

Requirements: