Source description
About the role
Driven by the passion to improve quality of people s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively. We are looking for a Product Incident and Service Desk Analyst with strong experience in manual testing and software product support for medical software products. This role focuses on ensuring high product quality through structured testing, defect management, incident troubleshooting, and continuous collaboration with cross-functional teams while applying QA best practices and service support methodologies. What you will do - Receive, analyze, categorize, and investigate escalated software product incidents reported through Customer Support channels. - Diagnose and troubleshoot technical issues using logs, diagnostic tools, knowledge bases, standard operating procedures, and available resources. - Resolve incidents within established service level agreements (SLAs) or coordinate escalation to appropriate engineering teams for further investigation and resolution. - Track and manage incidents throughout their lifecycle, ensuring timely updates and closure. - Provide explicit and accurate communication on incident status, findings, workarounds, and resolutions to internal stakeholders. - Review, prioritize, and route escalated service requests in accordance with established processes and business priorities. - Collaborate with Product Management and Engineering teams by providing input on recurring customer requests, future product enhancements, and service improvements. - Support Customer Service teams with technical guidance on product capabilities, available solutions, and self-service options. - Contribute to root cause analysis activities for complex and recurring incidents to identify underlying issues and prevent reoccurrence. - Analyze and report on inc .