• Serve as a key resource for handling escalated customer issues, providing technical support and working towards issue resolution, escalating to senior support or product engineering when necessary. • Collaborate with Engineering teams to analyze product behavior, accessing code repositories as needed to help identify causes of issues and gather technical feedback. • Assist in developing, maintaining, and troubleshooting services built by the Support team, such as FastAPI applications that integrate with Zendesk chatbots to support customer workflows and automate ticket state changes. • Help build and deploy custom solutions for customers facing product limitations, including API-based automation scripts that offer additional functionality beyond the standard product. • Manage and resolve support tickets, ensuring timely resolutions while collaborating on escalations as required. • Contribute to improving the support experience by identifying common technical issues and suggesting process or documentation enhancements. • Conduct troubleshooting and root cause analysis, using product knowledge to provide helpful feedback to customers. • Support the review and refinement of support processes, aligning with industry best practices to improve efficiency and service quality. • Learn from senior support engineers, gaining insights into advanced troubleshooting techniques and building product knowledge. • Contribute to the self-service knowledge base by creating and updating technical articles to enhance resources for customers and internal teams. • Stay current with product developments through participation in training, technical workshops, and internal briefings to build product expertise.

Role Description As part of the Intelex Support Team, the Support Analyst is responsible for providing application technical support to Intelex’s customers. Key responsibilities include analysis, debugging and resolution of issues that customers have with the Intelex software. - Manages a fast-paced queue of support inquiries and requests. - Assesses support inquiries to identify whether issues are system or user related. - Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution. - Troubleshoots and debugs qualified system issues. - Investigates and analyzes the root cause of qualified system issues. - Categorizes and documents qualified system issues for the Research and Development Department. - Ensures customer requests are acknowledged and resolved within service level agreement times. - Keeps customers up to date on cases pending confirmation when applicable. - Works closely with various departments to ensure solution resolution and excellent customer service. - Acquires, maintains and applies detailed knowledge of Intelex’s product and applications. - Identifies and documents opportunities for improvement based on customer suggestions. - Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process. - Maintains a consistent number of open/closed tickets and customer satisfaction scores. Qualifications - Strong analytical and problem-solving abilities. - Clear and effective communication skills, both written and verbal. - Ability to explain technical concepts to non-technical audiences. - Organized, self-motivated, and customer-focused. - Familiarity with web-based application architecture. - Understanding of object-oriented design principles. - 1–3 years of experience in technical support, web applications, or quality assurance. - Degree or diploma in Computer Science, Information Systems, or equivalent experience. Requirements - Knowledge of ASP.NET, XML, JavaScript, SQL/T-SQL. - Experience with Microsoft Office, screen capture, and time tracking tools. - Familiarity with Environmental, Health, Safety, or Quality domains. - Bilingual (any language). - MCSE certification. Other Requirements - Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification. Benefits - This position is also eligible for bonus as part of the total compensation package. Pay Range - The salary range for this position (in local currency) is 54,600.00 - 73,800.00.

• Own day-to-day IT support for employees across time zones, including triage, troubleshooting, and resolution for hardware, software, access, and network issues. • Provide high-quality onboarding and offboarding, ensuring new hires are productive quickly and departures are handled cleanly (device return, access removal, account deprovisioning). • Build and maintain internal documentation, runbooks, and self-serve workflows that reduce repeated requests and improve employee experience. • Operate a reliable ticketing and prioritization system, with clear communication and strong follow-through. • Administer and improve identity and access workflows in Okta, including group strategy, app assignments, SSO configurations, and access request patterns. • Manage endpoint fleet operations using Workspace ONE, including provisioning, configuration baselines, patching workflows, encryption posture, and inventory hygiene. • Own laptop lifecycle management: procurement, standard builds, repairs, replacements, asset tracking, and secure disposal. • Partner with Security to support access reviews, MFA enforcement, device posture policies, and incident response needs (while keeping IT operations pragmatic and low-friction). • Administer Google Workspace, including user lifecycle management, groups, shared drives, permissions, and baseline configuration standards. • Administer Slack workspace operations, including access management, role-based administration, and configuration that supports both productivity and security needs. • Improve SaaS sprawl and vendor hygiene by helping maintain an accurate inventory of internal tools, owners, and renewal timelines. • Support rollout of new internal tools and changes with clear planning, documentation, and stakeholder coordination. • Partner with Security, Engineering, and Operations to translate requirements into practical IT controls and workflows. • Identify operational gaps and lead projects to close them, such as better onboarding automation, improved device compliance reporting, or clearer ownership of internal systems. • Provide visibility into IT health, recurring issues, and improvement opportunities through lightweight metrics and regular updates.

Position Overview The Customer Technical Support (CTS) Representative provides phone-based technical support to consumers, primarily assisting with connectivity between hearing devices and mobile applications. This fully remote role requires strong technical aptitude, effective communication skills, and the ability to work independently in a self-guided environment. The position involves a high volume of calls and emails and plays a key role in delivering a positive customer experience through efficient troubleshooting and support. Key Responsibilities: - Typically reports to the Customer Service Team Lead or Customer Service Manager - Under broad direction and some supervision executes day-day operational activities in defined area(s), processes and procedures key to business delivery and customer satisfaction ambitions, such as order entry, order management, customer calls or technical support - Acts as a liaison between sales and customers - Executes service level improvement as directed by direct manager - On-boarding of new hires - Provide training to new and current team members on systems, processes, and product as assigned by Manager/Supervisor - Monitoring and scoring of team member interactions with customers - Continuous coaching of all team members - Work with Supervisor to assist with setting of tone and direction of team - Serve as technical resource for other team members - In Supervisor’s absence provide point of contact for team members to answer questions and resolve issues if applicable Desired Qualifications - Education with a 2 - 4 Years degree or 3 - 5 years of relevant experience - Some leadership experience preferred but not required Position Type and Expected Hours of Work: Monday – Friday standard business hours between 9:30 AM to 6:00 PM CST Working Environment: Remote Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Candidates must be able to reliably work on-site three days per week as outlined above. About Us GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts. What We Offer We value our employees and offer competitive wages and benefits including: - Generous Benefits including PTO and Paid Holidays - 401k with Company match - Paid Parental Leave & Transition Back to Work Benefits - Company HSA Contributions - Discounted GN Group products We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $22 - $24/hr. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays. GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.