Customer Care and Training Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary contact for customers seeking technical support through Freshdesk, phone, email, or chat.

• Identify and resolve software-related issues, encompassing installation, configuration, and functionality concerns.

• Record support interactions within the Freshdesk ticketing system and monitor the progress of issue resolution.

• Log calls using the call-tracker system.

• Escalate complex problems to the relevant team for further assistance.

• Offer user guidance and training regarding software features and best practices.

• Collaborate with the development team to pinpoint and address recurring issues or bugs.

• Assist with software updates, patches, and new releases.

• Maintain current knowledge of software products and enhancements.

• Develop and sustain support documentation, including video tutorials, FAQs, and user manuals.

• Process client requests for system modifications or enhancements.

⛳️ Requirements

• A Bachelor's degree, college diploma, or 2-3 years of experience in a customer-facing position.

• Exceptional oral and written communication abilities.

• Strong logical troubleshooting skills and techniques.

• Excellent interpersonal and presentation skills.

• Self-motivated individual capable of utilizing reference materials to work independently.

• High attention to detail.

• Requirement to be located in Canada.

🏝️ Benefits

• Competitive salary.

• Outstanding medical benefits, including dental, vision, and health coverage.

• Employee Assistance Program.

• Paid vacation.

• Dynamic work environment.

• RRSP Matching.