1st Line Support Technician

Software of Excellence; Gillingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Henry Schein One UK is seeking a customer-support professional to guide users through our Dentally SaaS platform. You will coach via phone and chat, empathise with users, and point them to self-serve resources to resolve queries. You will help customers maximise the software to improve patient care.

This role suits a proactive communicator who thrives in a fast-paced environment and enjoys solving problems with available documentation and team support.

Qualifications

• Strong communication and interpersonal skills.
• Ability to learn new software and explain it to customers.
• Comfortable in fast-paced, changing environments.

Responsibilities

• Coaching customers through queries related to the software via phone and chat.
• Empathetically addressing questions and providing reassurance.
• Encouraging self-serve support by sharing relevant documentation.
• Troubleshooting customer questions using available resources.
• Empowering customers to maximise use of the software for patient care.

Skills

Coaching customers

Empathy

Communication

Problem solving

Organised

Job description

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world-class SaaS products.

Culture matters to us. Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies, our culture as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

What We Do

Tech for good! Our SaaS product Dentally, solves real-world problems across three core areas.

Clinical; AI‑powered diagnostics and note-taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.

Practice Management - Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.

Patient Experience - A digital-first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old-school phone calls and paper forms.

Our Culture

We are problem solvers, not ticket takers, and we champion creative problem-solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long-lasting partnerships that drive positive outcomes.

About You

You are an ambitious career-driven individual who is highly self-motivated and can work independently or collaboratively within the department. You have strong communication and interpersonal skills. You enjoy working in a fast-paced and changing environment. You will be confident in learning the software, building your knowledge and being able to talk confidently with our customers. You will develop relationships with our customers, be empathetic and work with them so they leave the conversation more knowledgeable than when they joined.

What you'll be doing

• Coaching customers through their queries relating to their software via different forms of communication (phone and online chat).
• Empathetically approaching customers questions and reassuring them you’re able to help them
• Professionally and politely encouraging our customers to adopt a self-serve approach by sharing the relevant Support Document with them to guide them to a solution whilst ensuring they know you are with them every step of the way.
• Troubleshoot any questions from our customers where the answer is not instantly obvious, using all resources available to you to achieve this.
• Empowering our customers to get the best of our software so they can deliver vital patient care and to make their lives easier.

Your personal attributes

• Great communication and collaboration skills working with business stakeholders
• Show initiative and ability to analyse situations with a level of technical expertise.
• Strong attention to detail
• Highly organised
• Ability to stay calm under pressure
• Excellent verbal and written communication skills
• Empathetic and authentic, approachable and friendly
• Inquisitive and interested, able to identify problems and present solutions.
• Self-motivated and diligent, and self-aware of their own training requirements and happy to seek support and develop their own knowledge.

Our recruiting process

We try to make our process as simple as possible whilst giving you and us opportunities to learn about each other.

• 30min intro call with our Talent Acquisition Team
• 30min of online cultural and cognitive assessments
• 60min Interview with the support hiring team

After this, we aim to make a decision within 24 to 48 hours.

Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Our Values

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:

Community

• Each Person is as Important as the Next
• Open Communication
• Diversity & Inclusion

Caring

• Corporate Citizenship
• Shared Success

Career

• Ethics
• Recognise Creativity & Encourage it
• People are our Greatest Asset