Software Support Technician

Henry Schein Inc; Gillingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in dental practice management software seeks a Software Support Technician to enhance customer experience. You will guide users in navigating software tools, troubleshoot issues, and ensure customers are empowered to use the software effectively. Ideal candidates are self-motivated with strong communication skills and a knack for problem-solving.

Qualifications

• Strong communication and interpersonal skills required.
• Ability to work independently and collaboratively.
• Technical problem-solving skills in software support.

Responsibilities

• Coaching customers through software queries via phone and online chat.
• Troubleshooting customer questions and providing solutions.
• Encouraging self-serve approaches while assisting customers.

Skills

Communication

Collaboration

Technical expertise

Attention to detail

Organizational skills

Calm under pressure

Empathy

Problem-solving

Self-motivation

Job description

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

• 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.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdingsstrives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.