Customer Care and Training Specialist - Remote, Canada based

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.

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.

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