Tech Support & Customer 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.

• 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, FAǪs, 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

Examples of experience that can translate well to this role include

• 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

This position offers a hybrid work location. This requires the following when working from home:

• 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
• Ǫuiet, private, and secure space in which to work

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

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.

The pay range for this position is expected to be between $35000 to $50000 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. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.