Best Practices, Communication Skills, Customer Experience, Customer Relations, Customer Support/Service, Detail Oriented, Frequently Asked Questions (FAQ), Identify Issues, Internet Service Providers, Interpersonal Skills, Keyboards, Laptop PC, Presentation/Verbal Skills, Problem Solving Skills, Software Administration, Software Patches, Support Documentation, Team Player, Technical Support, Wi-Fi, Work From Home
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.
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
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
- 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.