Customer Care and Training Specialist – Technical Support, Software Training, and User Experience Champion at brighthush

Why brighthush?

At brighthush, we are more than a global leader in hearing healthcare – we are a community of innovators, problem‑solvers, and compassionate professionals dedicated to improving the way people connect with the world around them. For over a century, our pioneering spirit has driven breakthroughs in hearing devices, implants, diagnostic equipment, and intelligent audio solutions for gaming and office communication. As we continue to expand our portfolio of cutting‑edge software tools, we need talented individuals who can translate technical expertise into exceptional customer experiences. If you thrive on helping users overcome challenges, love sharing knowledge, and enjoy collaborating with cross‑functional teams, the Customer Care and Training Specialist role at brighthush could be your next career milestone.

What You’ll Do – Core Responsibilities

• First‑line Technical Support: Serve as the primary point of contact for customers reaching out via brighthush ticketing platform, phone, email, or live chat. Respond promptly, assess the issue, and set clear expectations for resolution.
• Diagnose & Resolve Software Issues: Troubleshoot installation glitches, configuration errors, and functional problems across our suite of hearing‑care applications. Apply logical, step‑by‑step methodologies to isolate root causes.
• Document Every Interaction: Accurately log all support cases in the brighthush ticketing system, ensuring each ticket reflects the problem description, diagnostic steps, resolution, and any follow‑up actions.
• Escalation Management: Identify complex or high‑impact issues and route them to the appropriate development or product team, while keeping the customer informed throughout the escalation process.
• User Guidance & Training: Conduct live and recorded training sessions on software features, best practices, and workflow optimization. Create clear, engaging tutorials, FAQs, and user guides that empower customers to become self‑sufficient.
• Collaboration with Development: Partner closely with engineers and product managers to flag recurring bugs, suggest enhancements, and participate in beta testing of new releases.
• Software Release Support: Assist with the rollout of patches, updates, and new versions. Verify successful installations, address post‑deployment questions, and gather feedback for continuous improvement.
• Knowledge Base Maintenance: Keep support documentation, video tutorials, and knowledge‑base articles current, reflecting the latest product changes and customer insights.
• Client Request Processing: Evaluate and prioritize client requests for system enhancements or customizations, translating business needs into technical specifications for the development team.
• Metrics & Reporting: Track key performance indicators such as response time, resolution time, customer satisfaction scores, and ticket volume. Use data to identify trends and propose process improvements.

Essential Qualifications – What You Bring

• Education & Experience: Bachelor’s degree or college diploma in a relevant field, OR 2–3 years of proven experience in a customer‑facing technical support role.
• Communication Excellence: Superior oral and written communication skills, with the ability to convey complex technical concepts in plain language.
• Logical Troubleshooting: Strong analytical mindset and systematic approach to diagnosing software problems.
• Interpersonal Skills: Ability to build rapport with diverse customers, understand their pain points, and deliver empathetic solutions.
• Self‑Starter Attitude: Comfortable using reference materials, knowledge bases, and internal resources to resolve issues independently.
• Attention to Detail: Meticulous documentation habits and a commitment to accuracy in every ticket and training material.

Preferred Qualifications – Nice to Have

• Experience with hearing‑care or medical‑device software platforms.
• Familiarity with ticketing systems similar to brighthush (e.g., Zendesk, ServiceNow).
• Background in instructional design or adult learning principles.
• Basic scripting or programming knowledge (e.g., PowerShell, Python) to automate routine tasks.
• Multilingual abilities, especially French or Spanish, to support a broader customer base.

Key Skills & Competencies

• Technical Acumen: Comfortable navigating Windows/macOS environments, installing software, and configuring network settings.
• Customer‑Centric Mindset: Passion for delivering delightful experiences and turning frustrated users into brand advocates.
• Presentation Skills: Ability to lead virtual training sessions, webinars, and one‑on‑one coaching with confidence.
• Collaboration: Strong team player who can work effectively with product, engineering, sales, and marketing teams.
• Time Management: Skillful at juggling multiple tickets, training projects, and documentation updates without sacrificing quality.
• Continuous Learning: Eagerness to stay up‑to‑date with the latest software releases, industry trends, and best practices in customer support.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Care and Training Specialist, you will have access to:

• Structured mentorship programs pairing you with senior support engineers and product managers.
• Internal certification tracks for advanced technical support, instructional design, and product specialization.
• Opportunities to transition into roles such as Support Team Lead, Product Trainer, or Technical Account Manager.
• Regular attendance at industry conferences, webinars, and workshops focused on hearing technology, accessibility, and customer experience.
• Cross‑functional project involvement, giving you exposure to product development cycles and strategic decision‑making.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, collaborative, and forward‑thinking workplace where every voice matters. Our culture is built on:

• Innovation: We encourage curiosity and reward ideas that improve our products and services.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with accommodations provided in line with the Accessibility for Ontarians with Disabilities Act (AODA).
• Flexibility: Remote‑first options, flexible hours, and a results‑oriented approach that trusts you to deliver excellence from wherever you work best.
• Team Spirit: Regular virtual coffee chats, team‑building activities, and an open‑door policy with leadership.
• Well‑Being: Programs that support mental health, work‑life balance, and personal growth.

Compensation, Perks & Benefits

While exact salary ranges are tailored to experience and market benchmarks, successful candidates can expect a competitive compensation package that includes:

• Base salary aligned with industry standards for technical support specialists.
• Performance‑based bonuses and incentive programs.
• Comprehensive health benefits covering medical, dental, vision, and prescription coverage.
• Employee Assistance Program (EAP) for confidential counseling and support services.
• Generous paid vacation and holiday time to recharge.
• RRSP matching to help you build a secure financial future.
• Professional development stipend for courses, certifications, or conferences.
• State‑of‑the‑art home office allowance (ergonomic chair, monitor, headset, etc.).
• Access to the latest hearing‑care technology for personal use and testing.

How to Apply

If you are ready to make a tangible impact on the lives of people with hearing loss and enjoy turning technical challenges into learning opportunities, we invite you to submit your application. Please include a resume that highlights your relevant experience, a cover letter that tells us why you’re passionate about customer care at brighthush, and any examples of training materials or documentation you have created.

We are committed to providing accommodations throughout the recruitment process. If you require any adjustments, please indicate your needs in your application.

Join the brighthush Family

At brighthush, every interaction matters. As a Customer Care and Training Specialist, you will be the bridge between innovative technology and the people who rely on it every day. Your expertise will help users feel confident, informed, and empowered—ultimately contributing to a world where hearing loss is no longer a barrier to connection.

Take the next step in your career and become part of a purpose‑driven organization that values your talent, supports your growth, and celebrates your successes. Apply today and help us shape the future of hearing health.