Customer Care & Training Specialist

Overview

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.

Responsibilities

• 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

Qualifications

• Bachelor's degree or 2-3 years of experience in technology or customer service
• Logical troubleshooting skills and techniques
• Strong interpersonal and presentation skills
• Self-starter - able to use reference material to work independently
• Excellent attention to detail
• Customer-first attitude to clearly communicate details to customers with varying technical abilities in a clinical setting

Examples of Experience

• Teaching or instructional roles (classroom, corporate training, tutoring)
• Front desk or receptionist experience
• Coaching, mentoring, or leadership roles that involve guiding others
• Backgrounds in social sciences or humanities (e.g., psychology, sociology, communications)
• Customer service or support roles requiring problem-solving and clear communication

Work From Home Requirements

• Reliable and secure Internet Service Provider at home (no public WiFi) for duration of working hours
• Sufficient room to set up a laptop, monitors, keyboard and mouse
• Comfortable space to work for working hours
• A quiet, private, and secure space in which to work

Company Values

• We Create Trust - We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.
• We are Team Players - We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.
• We Create Innovative Solutions - We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.
• We Apply a Can-do attitude - We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

What We Have To Offer

• Medical, dental, prescription, and vision benefits
• 24/7 virtual medical care
• Employee Assistance Program for you and your family
• 401(k) with company match
• Company-paid life insurance
• Supplemental insurance for yourself, your spouse/partner, and your children
• Short-term and long-term disability insurance
• Pet Insurance
• Commuter accounts

Equal Opportunity / Affirmative Action Employer

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Pay Range

The pay range for this position is expected to be between $35,000 to $50,000 per year; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.