Customer Care & Training Specialist

Overview

The Software Support 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.

• Serve as the first point of contact for customers seeking technical assistance via Fresh Desk, phone, email, or chat.
• Diagnose and resolve software issues, including installation, configuration, and functionality problems.
• Document support interactions in Fresh Desk 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.

• 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

• 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
• Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
• Pet Insurance
• Commuter accounts

The Company is 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 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 may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and other benefits (including 401(k) eligibility and paid time off benefits such as vacation, sick time, and parental leave).

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.