Customer Support Representative helping iClosed users resolve SaaS issues via chat, email, and video. Troubleshooting integrations and improving customer support processes.
About the role
- Customer care and training specialist supporting Demant’s hearing healthcare software users. Troubleshooting issues, training customers, and coordinating product improvements remotely from Ontario.
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 issue-resolution progress
- Track calls in call-tracker
- Escalate complex issues to the appropriate team
- Provide user guidance and training on software features and best practices
- Collaborate with the development team to identify and resolve recurring issues or bugs
- Assist with software updates, patches, and releases
- Maintain up-to-date knowledge of software products and enhancements
- Create and maintain support documentation, video tutorials, FAQs, and user guides
- Process client requests for system enhancements or modifications
Requirements
- 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
- Home-based in Ontario, Canada
Benefits
- Competitive salary
- Excellent medical benefits, including dental, vision and health
- Employee Assistance Program
- Paid vacation
- Dynamic work atmosphere
- RRSP Matching
Job title
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Experience level
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