Customer Care and Training Specialist - Remote, Canada based

About Blueprint Solutions

Blueprint Solutions is a growing software and services provider delivering innovative clinical office management software to hearing healthcare clinics worldwide. Founded in 2005 in Toronto, Canada, and expanding to the US in 2009, we now support hearing clinics in 26 countries—making us the fastest-growing office management platform in the hearing industry.

We are an organization that deeply values collaboration, mentorship, and innovation. As part of a dynamic, fast-growing company, you’ll have the opportunity to make a meaningful impact, expand your skills across diverse challenges, and take ownership of your professional development.

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:

Blueprint Solutions 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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