Auditdata
Healthcare Insurance • Software • Telecommunications
Auditdata is a cloud-based, data-driven practice management software company specializing in solutions for audiology practices. Their offerings include practice management software that optimizes workflows, integrated audiological testing equipment, and screening tools for improved patient care. Auditdata's technology enhances the patient experience at every stage from screening to fitting and aftercare, ensuring efficiency and high-quality service delivery.
Support Manager, L2/L3
October 31
Auditdata
Healthcare Insurance • Software • Telecommunications
Auditdata is a cloud-based, data-driven practice management software company specializing in solutions for audiology practices. Their offerings include practice management software that optimizes workflows, integrated audiological testing equipment, and screening tools for improved patient care. Auditdata's technology enhances the patient experience at every stage from screening to fitting and aftercare, ensuring efficiency and high-quality service delivery.
📋 Description
• Respond to customer inquiries promptly and professionally according to SLAs, providing accurate product and service information • Troubleshoot and resolve customer-reported issues across software and hardware, demonstrating deep product expertise • Handle customer hardware service requests in accordance with Auditdata procedures • Support customers and partners during system setup and operation, providing clear guidance, training, and knowledge sharing • Participate in testing new product releases, identifying bugs, and ensuring high product reliability • Create and maintain Knowledge Base documentation and support articles for internal and customer use • Gather, document, and communicate customer feedback to enhance product functionality and service quality • Collaborate with Development, DevOps, and other departments to ensure efficient resolution of technical issues • Maintain accurate records of all interactions and cases in Helpdesk/CRM systems, keeping customers informed throughout • Identify and reproduce software and hardware issues with clear replication steps for engineering teams • Coordinate, prioritize, and track tickets according to SLA requirements, especially for enterprise customers
🎯 Requirements
• 3+ years of experience in technical support, customer service, or similar roles • Hands-on experience delivering 2nd- or 3rd-line support via phone, email, or remote tools • Strong understanding of systems, processes, and support workflows, or a background as a hardware service technician • Proven ability to support and troubleshoot software solutions (e.g., SaaS, CRM, CMS, ERP) • Familiarity with cloud-based systems and the Software-as-a-Service (SaaS) model • Solid hardware troubleshooting background with an ability to diagnose and resolve hardware-related issues efficiently • Fluent English communication skills, both written and verbal • Ability to explain technical concepts to non-technical users • Excellent time management, multitasking, and prioritization skills in a fast-paced environment • Nice-to-Haves: Knowledge of audiometry, the hearing aid fitting process, or clinical management workflows • Experience working with embedded systems or medical/audiology equipment
🏖️ Benefits
• Long-term, secure engagement in the stable product development company • High business standards environment • Great company values and ethics • Flexibility and flat management structure • Learning opportunities and professional development (incl. related certifications, paid trainings & courses) • Remote work model
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