Connected Care Support Specialist

C20 Cochlear Americas (USA); Lone Tree (CO); Hybrid; USD 73,000 - 81,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401K matching

Paid Time Off

Tuition reimbursement

Maternity/Paternity leave

Employee Stock Purchase Plan

Pet insurance

Job summary

Cochlear Americas in Lone Tree, CO is seeking a Connected Care Support Specialist with 3–5 years in help desk, software support, or technical customer service. Serve as SME for Cochlear fitting software, programming hardware, and Connected Care workflows, including Remote Care, SmartNav, and Cochlear Link.

The role is hybrid, based out of Lone Tree with minimum 3 days in the office, collaborating with regional and global teams to resolve complex issues, test software releases, and develop

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3–5 years in help desk, software support, or technical customer service.
• Strong troubleshooting and documentation skills.

Responsibilities

• Provide advanced installation, configuration, networking, database, and troubleshooting support for Cochlear fitting software and Connected Care services.
• Identify, investigate, and escalate critical software issues and trends with regional/global teams.
• Develop and maintain SOPs and training materials; document customer interactions and resolutions.

Skills

Help desk experience

Software support

Technical customer service

Communication skills

Problem solving

Education

Bachelor's degree in Computer Science / Information Technology or related field

Tools

Cochlear fitting software

Remote Care

SmartNav

Cochlear Link

SQL basics

Windows/Linux

Job description

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care. Connected Care Support Specialist Position Spotlight: Preferred experience: 3–5 years in help desk, software support, or technical customer service, with a bachelor’s degree in Computer Science, Information Technology, or a related field. Serve as the subject matter expert for Cochlear fitting software, programming hardware, and Connected Care workflows, including Remote Care, SmartNav, and Cochlear Link. Provide advanced clinic support, investigate complex software issues, test new software releases, and develop standardized troubleshooting and training documentation. Hybrid role based out of our Lone Tree, CO location working minimum 3 days in office.

About the role

Change people’s lives and love what you do at Cochlear—the most recognized brand in hearing health care—helping people hear and be heard around the world. If you bring advanced software troubleshooting, networking, database, and technical customer support expertise, this is a fantastic opportunity to join the North American software support team at the global leader in implantable hearing devices. In this role, you will serve as a trusted technical resource for clinics and professional partners using Cochlear fitting software, programming hardware, and Connected Care services. Your success in this role is measured by timely and effective resolution of complex technical issues, the operational reliability of Connected Care services, accurate and compliant documentation, and continuous improvement of support processes. You will work collaboratively with regional and global software developers, IT teams, complaint teams, customer support teams, and professional partners to validate solutions, strengthen workflows, and improve the user experience.

Key Responsibilities

• Provide advanced installation, configuration, networking, database, and troubleshooting support for Cochlear fitting software, programming hardware, and Connected Care services; thoroughly document customer interactions and resolutions in the appropriate systems.
• Identify, investigate, and escalation critical software issues and trends through the appropriate quality management processes, partnering with regional and global teams to gather technical information, validate solutions, and communicate timely updates.
• Lead operational and technical support for Remote Care, SmartNav, and Cochlear Link workflows, resolving recurring account, system, and process challenges while recommending improvements that enhance efficiency and user experience.
• Develop and execute software testing protocols, document results and improvement recommendations, maintain SOPs and knowledge resources, and train or mentor team members on systems, processes, and professional customer support.

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: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong understanding of software architecture, network configurations, protocols, security, firewalls, and shared-database connectivity.
• Experience with SQL and relational databases, plus working knowledge of Windows, Linux, and macOS operating systems.
• Ability to independently analyze diverse and complex technical issues, develop effective solutions, and clearly document troubleshooting steps and outcomes.
• Proven technical customer service and communication skills, with the ability to collaborate effectively in a global, cross-functional, and matrixed environment.
• Preferred: 3–5 years of help desk, software support, or technical customer service experience; experience creating SOPs and managing knowledge bases; and familiarity with Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).

Total Rewards

• Pay Range in the United States: $73,000 - $81,000 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.

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 a home/office environment. This is representative of the environment an individual may encounter while performing the essential functions of this job.

Equal Opportunity

Cochlear Americas is an Equal Opportunity Employer. We 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.