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, FAs, 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
• uiet, 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.