Technical Support Specialist – Software and Applications Full-Time Hybrid Durham, NC About the Company: MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission: Delivering leading-edge technology to restore hearing and empower connection. About the Role: The Technical Support Specialist provides expert technical support for proprietary medical device software, ensuring seamless functionality within clinical and hospital environments. This role involves diagnosing and resolving technical issues, guiding clinical partners through troubleshooting steps, maintaining compliance with healthcare standards, and collaborating with international teams to enhance product performance and user satisfaction. Primary Responsibilities: Respond to inbound inquiries via phone, email, and chat to provide technical support for our proprietary medical device software. Diagnose and guide clinical partners to resolve technical issues related to Windows operating systems, Active Directory, security groups, and network configurations. Guide users through step-by-step solutions in a clear and patient manner, utilizing installation instructions and support materials. Document/log all interactions and resolutions clearly so colleagues can follow your work to support clinics. Analyze and troubleshoot software errors, Windows errors, and network-related issues. Collaborate with hospital IT departments to resolve complex technical problems. Work with hospital clinicians / IT departments to ensure the software functions correctly within their environment. Escalate unresolved issues to higher-level support or development teams as necessary. Ensure all support activities comply with relevant healthcare regulations and standards. Ensure all support activities comply with organizational policies and guidance. Maintain a high level of data security and confidentiality in all interactions. Stay updated on compliance requirements and best practices in the healthcare industry. Provide education and updates to the ATSS team so they are better equipped to support basic software installation questions without the need for escalation. Work closely with our international clinical support team to share knowledge and best practices. Participate in team meetings and training sessions to stay informed about product updates and new features. Provide feedback to the development team on recurring issues and opportunities for potential improvements identified in the US Area Market. Position Qualifications: High School Diploma Required, Bachelors Degree preferred Minimum of two years’ experience in a technical software support role, preferably in a healthcare or regulated environment Working knowledge of Windows directories, Windows errors, and related systems Strong problem-solving skills, a troubleshooting mindset and a willingness to learn Familiarity with Active Directory, security groups, and permission groups Good SQL server setup knowledge – understanding of database setup, backup, restoring a backup Familiar and comfortable with MS SQL Management Studio Basic understanding of HIPAA security and compliance standards Understanding of security protocols and controls Positive attitude, strong interpersonal communication skills, the ability to work as a teammate and collaborate across departments Computer skills required include, but are not limited to, Microsoft Office Suite, Sharing platforms, CRM and Navision skills a bonus Proficiency with online web-conferencing platforms Excellent customer service and problem resolution skills Attention to detail and accuracy in documentation, good business written and verbal communications kills Adhere to best practices defined by task leaders and supervisors A willingness to contribute to a learning, growing team by sharing ideas which may improve service delivery, efficiency etc. Ability to work independently and complete tasks in a dynamic work environment Ability to multi-task and meet deadlines Located within - or willing to relocate to – Durham, NC What We Offer: We know that benefits are important to you, and we offer a robust benefits package including: Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service. Health Savings Account Short term and long-term disability paid by the company. Company paid life insurance with an option to purchase additional coverage. FSA Dependent Care Pet Insurance Critical Illness Accident Insurance PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays. Employee Assistance Program MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.