Software Support Specialist

Henry Schein One Canada; Surrey; Hybrid; CAD 71.000 - 86.000; Vollzeit

Benefits dieser Stelle

RRSP matching

Vacation days

Zusammenfassung

Henry Schein One Canada is seeking a Software Support Specialist to join the Academic Support team, focusing on complex frontline support for our on-premises enterprise application. You will be the first point of contact, triaging and resolving issues with a strong emphasis on customer satisfaction.

The role is hybrid, with one day in the office per week at our Surrey, BC location, and you will collaborate with multiple teams to escalate and resolve complex cases while documenting solutions for

Qualifikationen

• 3+ years of experience in a client-facing on-premises software support role.
• Prefer knowledge writing SQL select queries and investigating issues at a data level.
• Experience working with enterprise database platforms.
• Exceptional customer-focused attitude, with strong verbal and written communication skills.
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a fast-passed environment.

Aufgaben

• Act as the primary point of contact for incoming support requests via phone, online portal, chat, and email.
• Log, categorize, and prioritize tickets based on severity and SLA guidelines.
• Quickly assess issues and determine appropriate next steps (resolve vs escape).
• Manage assigned case queue and ensure timely follow-up with customers.
• Troubleshoot and resolve frontend application issues using knowledgebase resources.
• Identify and route cases that require escalation to other teams (Customer Success, Engineering, Product).
• Gather complete diagnostic details before escalation (logs, screenshots, steps to reproduce).

Kenntnisse

SQL queries

Customer service

Troubleshooting

Communication

Analytical thinking

Tools

Enterprise database platforms

Jobbeschreibung

Henry Schein One (HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected electronic health record (EHR) system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

About the Opportunity

We are seeking a Software Support Specialist to join our Academic Support team, focusing on complex frontline application support for our on-premises enterprise application.

This role is the first point of contact for customers, responsible for intake, triage, and resolution of common application issues. You will play a critical role in delivering a consistent, high-quality support experience while ensuring efficient routing and escalation of more complex issues.

This position is ideal for someone who thrives in a fast-paced, customer-facing environment, enjoys troubleshooting application issues, and is passionate about helping users succeed.

This is a hybrid role, with one day in office per week, to facilitate brainstorming and team building.

Our office is located across from Guildford Mall, in Surrey, BC.

Key Responsibilities

• Act as the primary point of contact for incoming support requests via phone, online portal, chat, and email.
• Log, categorize, and prioritize tickets based on severity and SLA guidelines.
• Quickly assess issues and determine appropriate next steps (resolve vs escape)
• Manage assigned case queue and ensure timely follow-up with customers
• Troubleshoot and resolve frontend application issues using knowledgebase resources
• Assist with:
• Login/access issues
• Known defects or workarounds
• Navigation, workflow, and usability questions
• Aim to resolve issues at first contact whenever possible
• Identify and route cases that require escalation to other teams (Customer Success, Engineering, Product)
• Gather complete diagnostic details before escalation (logs, screenshots, steps to reproduce)

Customer Experience

• Deliver clear, professional, and empathetic communication
• Set expectations on response times and next steps
• Ensure consistent updates are provided until resolution
• Maintain a strong customer-first mindset

Documentation & Knowledge Sharing

• Document all troubleshooting steps and resolutions in case records
• Contribute to internal and client-facing knowledgebase articles
• Identify recurring issues and suggest improvements to documentation

Qualifications & Requirements

• 3+ years of experience in a client-facing on-premises software support role.
• Prefer knowledge writing SQL select queries and investigating issues at a data level.
• Experience working with enterprise database platforms.
• Exceptional customer-focused attitude, with strong verbal and written communication skills.
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a fast-passed environment.

We strive to make our process as simple as possible while still providing opportunities for us to learn about each other.

At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection.

The posted range for this position is between $71,000 CAD - $86,000 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our benefits also include:

• 3% RRSP matching
• 3-week paid vacation, growing up to 5 weeks with tenure