Junior Systems Support Analyst at MEDEL PTE LTD

Durham, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

11 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Frontline Technical Support, CRM, IVR, ERP, Troubleshooting, Issue Escalation, Documentation Creation, Knowledge Management, System Monitoring, User Onboarding, User Training, Requirement Capture, ITSM System, Relational Databases, Microsoft Office Proficiency, Interpersonal Skills

Industry

Medical Equipment Manufacturing

Description

Description 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 Junior Systems Support Analyst provides frontline technical support to users across a variety of business systems, including CRM, IVR, ERP, and other software applications. This role focuses on troubleshooting user issues and ensuring smooth daily operation of core applications. Working closely with the broader Information Systems team, this role captures requirements, escalates complex issues promptly and appropriately, and helps maintain a positive user experience. This position is an entry point into business applications and cloud systems, offering opportunities for growth into more technical roles. Primary Responsibilities: User Support and Troubleshooting Provide frontline support for users across business systems and applications such as CRM, IVR, RCM, and ERP. Diagnose and resolve basic application issues, escalating more complex problems to senior team members or specialists. Guide users through system navigation and how-to questions. Maintain a positive and service-oriented approach when addressing user requests and incidents. Documentation and Knowledge Management Create and update user-friendly documentation, including how-to guides, FAQs, and step-by-step instructions. Contribute to internal knowledge bases by documenting common issues and solutions. Maintain accurate records of support activities within the MED-EL ITSM system. System Monitoring and Maintenance Perform routine checks to confirm availability and basic functionality of supported applications. Identify recurring issues or patterns and communicate them to other members of Information Systems for investigation. Assist invalidating system changes, updates, or deployments to ensure user readiness. User Onboarding and Training Support Support new user onboarding by helping set up accounts, permissions, and basic configurations. Assist in delivering foundational training sessions or one-on-one walkthroughs for new or existing users. Help create simple training materials or quick reference guides. Requirements Intake and Issue Escalation Capture clear and accurate details regarding user issues, needs, and requests. Communicate user requirements to other team members for further assessment. Follow defined escalation paths as necessary. Collaboration and Team Support Work closely with the Information Systems team to coordinate support activities and improve user experience. Participate in team meetings, share observations, and contribute to continuous improvement discussions. Support cross-functional initiatives as assigned, especially those aimed at improving user adoption and system stability. Position Qualifications: Bachelor’s degree in Computer Science, Management/Computer Information Systems or equivalent combination of education, training and professional experience. Additional value-added educational assets: Proven experience with launch and administration of NAV and ERP systems Possess strong knowledge of system and understanding of relational databases, web and client server accounts 1-3 years of experience working with technology, experience in the medical industry is a plus Ability to conceptualize features and functionality from idea stage to implementation, and communicate complex information to different target audiences Attention to detail and ability to complete tasks in a timely manner Ability to interact courteously and professionally during interactions with customers, internal staff or the public at large while representing MED-EL Corporation Must have strong interpersonal skills, maturity and good judgment, demonstrate a positive can-do attitude; have effective communications skills with a diverse range of individuals Positive team attitude, assisting and supporting other MED-EL team members by not only identifying problems but by contributing to their solution Possess strong written and oral communications skills Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook, and PowerPoint) Operating System Skills: Hands-on experience with enterprise-wide operating systems both the underlying processes and the automation thereof with ERP system. Ideal experience would be system design and modifications (in an inventory-based transaction environment) from conceptualization to the point of presentation of specs for coding by programmers. Commitment to self-development and expanding your knowledge base. Technical and working experience with systems networking, databases, Web development, and user support including some experience with e-commerce web sites Located near – or willing to relocate near – 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. 401k Match 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.

Responsibilities

The Junior Systems Support Analyst is responsible for providing frontline technical support for users across various business systems like CRM, IVR, ERP, and other applications, focusing on troubleshooting daily operational issues. This role also involves capturing requirements, escalating complex problems, maintaining documentation, and assisting with system monitoring and user onboarding activities.