Software Support Technician

Henry Schein One Asia Pacific; Gillingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

An innovative company is seeking a Software Support Technician to join their dynamic team. In this role, you will empower dental professionals by guiding them through software queries, ensuring they gain confidence and knowledge in their use of the product. You will leverage your strong communication skills to build relationships with customers, helping them navigate challenges and adopt a self-serve approach. If you thrive in a fast-paced environment and are passionate about providing exceptional support, this is the perfect opportunity for you to make a real impact in the dental industry.

Qualifications

• Strong communication and interpersonal skills are essential for this role.
• Ability to analyze situations with a level of technical expertise.

Responsibilities

• Coach customers through software queries via phone and online chat.
• Troubleshoot customer questions using available resources.

Skills

Communication Skills

Interpersonal Skills

Technical Expertise

Attention to Detail

Organizational Skills

Job description

We are looking for a Software Support Technician to join our growing team, to help and support our customers get the best of our software.

Who We Are

Henry Schein One provides leading online dental practice management software to thousands of dental professionals. We are shaping the future of how millions of patients interact with their dental practice. We aim to solve tough, real-world problems by continuously innovating in the product space.

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

1. Coaching customers through their queries relating to their software via different forms of communication (phone and online chat).
2. Empathetically approaching customers' questions and reassuring them you’re able to help them.
3. 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.
4. Troubleshoot any questions from our customers where the answer is not instantly obvious, using all resources available to you to achieve this.
5. 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

1. Great communication and collaboration skills working with business stakeholders.
2. Show initiative and ability to analyse situations with a level of technical expertise.
3. Strong attention to detail.
4. Highly organised.
5. Ability to stay calm under pressure.
6. Excellent verbal and written communication skills.
7. Empathetic and authentic, approachable and friendly.
8. Inquisitive and interested, able to identify problems and present solutions.
9. 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.

1. 30min intro call with our Talent Acquisition Team.
2. 30min of online cultural and cognitive assessments.
3. 60min Interview with the support hiring team.

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