Customer Care and Training Specialist - Remote, Canada based

Job summary

Provide customer-facing technical support, diagnose and resolve software issues, document and track cases, and escalate complex problems to the appropriate teams. Train users, collaborate with developers on recurring issues, support software updates, and maintain user guides, FAQs, and tutorials.

Job details

Demant Canada Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing lossconnect and communicate with the world around them. For more than a century, the Demant Group has played a vitalpart in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect,from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is activeand engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significantpart of the Group. The Customer Care and Training Specialist provides technical support to users, troubleshoots software issues, and works closely with internal teams to ensure a seamless customer experience. This role requires strong problem-solving skills, excellent communication, and a solid understanding of software applications and systems.How you will Make an Impact: Serve as the first point of contact for customers seeking technical assistance via Freshdesk, phone, email, or chat. Diagnose and resolve software issues, including installation, configuration, and functionality problems. Document support interactions in Freshdesk ticketing system and track the progress of issue resolution. Track calls in call-tracker Escalate complex issues to appropriate team when necessary Provide user guidance and training on software features and best practices Collaborate with development team to identify and resolve recurring issues or bugs Assist with software updates, patches, and releases as needed Maintain up-to-date knowledge of software products and enhancements Create and maintain support documentation and video tutorials, FAQs, and user guides Process client requests for system enhancements or modifications to our evolving software What you Bring: Bachelor's degree, college diploma, or 2-3 years of experience in a customer-facing role Excellent oral and written communication skills Logical troubleshooting skills and techniques Strong interpersonal and presentation skills Self-starter - able to use reference material to work independently Excellent attention to detail Benefits Competitive salary Excellent medical benefits; including dental, vision and health, Employee Assistance Program Paid vacation Dynamic work atmosphere RRSP Matching Accommodations: Demant is committed to building an inclusive environment and will provide accommodations in accordance withthe AODA (Accessibility for Ontarians with Disabilities Act). Please clearly indicate in your application any accommodations you will require throughout the recruitment process. While we appreciate the interest of all applicants, only those selected for an interview will be contacted. #LI-remote#LI-PM2

What you’ll do

Provide customer-facing technical support, diagnose and resolve software issues, document and track cases, and escalate complex problems to the appropriate teams. Train users, collaborate with developers on recurring issues, support software updates, and maintain user guides, FAQs, and tutorials.

Requirements

Applicants should have a bachelor's degree, a college diploma, or 2–3 years of experience in a customer-facing role. Strong communication, logical troubleshooting, interpersonal and presentation skills, independence, and attention to detail are required.

Benefits

• Medical Benefits
• Dental Insurance
• Vision Insurance
• Health Insurance
• Employee Assistance Program
• Paid Vacation
• Dynamic Work Atmosphere
• RRSP Matching

Listed skills

• Technical Support · Preferred
• Troubleshooting · Preferred
• Software Installation · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Troubleshooting
• Software Installation
• Software Configuration
• Customer Service
• Written Communication
• Oral Communication
• Problem-Solving
• Interpersonal Skills
• Presentation Skills
• User Training
• Ticket Documentation
• Issue Escalation
• Support Documentation
• Attention To Detail
• Presentations
• Communication
• Problem Solving
• Troubleshooting (Problem Solving)
• Innovation
• Detail Oriented
• Self-Starter
• Software Features
• Employee Assistance Programs
• Technical Assistance
• Business Communication
• Issue Tracking

Job areas

• Customer Service & Support
• Technology
• Healthcare
• Education
• Customer Training Specialist
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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