Customer Care and Training Specialist - Remote, Canada based

Demant; Denmark; Remoto; CAD 55.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Medical benefits (dental, vision, and

Paid vacation

Dynamic work atmosphere

RRSP matching

Descrizione del lavoro

Demant Canada is seeking a Customer Care and Training Specialist to provide expert technical support and guide users through software features. You will work closely with internal teams to ensure a seamless customer experience and document interactions for continuous improvement.

The role requires strong problem-solving, excellent communication, and the ability to train users on best practices. A flexible, independent work style is valued, with opportunities for career growth and remote work

Competenze

• Bachelor's degree, college diploma, or 2-3 years of experience in a customer-facing role.
• Excellent oral and written communication skills.
• Logical troubleshooting skills and techniques.
• Strong interpersonal and presentation skills.
• Self-starter capable of working independently with references.
• Excellent attention to detail.

Mansioni

• Serve as the first point of contact for customers via Freshdesk, phone, email, or chat.
• Diagnose and resolve software issues including installation and configuration.
• Document support interactions and track resolution progress in the ticketing system.
• Escalate complex issues to appropriate teams when needed.
• Provide user guidance and training on software features and best practices.
• Collaborate with the development team to identify 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, video tutorials, FAQs, and user guides.

Conoscenze

Customer support

Technical troubleshooting

Communication

Self-starter

Formazione

Bachelor's degree or college diploma

Strumenti

Freshdesk

Descrizione del lavoro

Demant Canada

Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them. For more than a century, the Demant Group has played a vital part in developing innovative technologies and know-how to help improve people's hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant part of the Group.

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.

How you will Make an Impact:

• 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

What you Bring:

• Bachelor's degree, college diploma, or 2-3 years of experience in a customer-facing role
• Excellent oral and written communication skills
• Logical troubleshooting skills and techniques
• Strong interpersonal and presentation skills
• Self-starter - able to use reference material to work independently
• Excellent attention to detail

Benefits

• Competitive salary
• Excellent medical benefits; including dental, vision and health, Employee Assistance Program
• Paid vacation
• Dynamic work atmosphere
• RRSP Matching

Accommodations:

Demant is committed to building an inclusive environment and will provide accommodations in accordance withthe AODA (Accessibility for Ontarians with Disabilities Act). Please clearly indicate in your application any accommodations you will require throughout the recruitment process.

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About Demant

Demant is a world-leading hearing healthcare and technology group built on a heritage of care, health, and innovation since 1904. The Group offers innovative technologies, solutions, and expertise to help people hear better. In every aspect, from hearing care, hearing aids and hearing implants to diagnostic equipment and services and audio solutions, Demant is active and engaged. Headquartered in Denmark, the Group employs more than 21,000 people globally and is present with solutions in 130 countries where we create life-changing hearing health and high-end audio and video solutions. William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.

Accommodation

Demant is committed to building an inclusive environment and will provide accommodations in accordance withthe AODA (Accessibility for Ontarians with Disabilities Act). Please clearly indicate in your application any accommodations you will require throughout the recruitment process.