Technical Support Analyst

We are a leading provider of dental technology solutions, and we are committed to developing innovative products and services that help dental professionals deliver the best possible care to their patients.

If you are passionate about dental technology and want to be part of a team that is making a difference, then Henry Schein One is the place for you. We offer a variety of career opportunities, from software development to customer support. We are always looking for talented and motivated individuals to join our team.

Together, we can change the future of dental care.

Here are some of the ways we are changing the future of dental technology:

• We are developing cloud-based practice management software that makes it easier for dental professionals to manage their practices.
• We are developing artificial intelligence-powered tools that help dentists diagnose and treat dental conditions more accurately.
• We are developing teledentistry solutions that make it possible for dentists to provide care to patients in remote areas.
• We are developing virtual reality and augmented reality tools that help dentists train and educate their patients.

We are just getting started. We are committed to changing the future of dental care, and we need your help. Join us and be part of the team that is making a difference.

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 looking for a Technical Support Analyst who's passionate about continuous learning, brings strong customer-facing technical support experience, and adopts a collaborative approach to problem solving.   

You will deliver technical support for our on-premise dental academic software by handling incoming support tickets, operational tasks, and system configuration.  Managing your workload with efficiency and juggling multiple priorities with a sense of urgency, structure, and attention to detail will make you succeed in this role. You will possess strong troubleshooting, problem-solving, and analytical skills.  

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

• Providing excellent technical support via multiple channels such as phone, email, and support portal.

• Consistently delivering exceptional service experiences with clients.

• Effectively managing and taking ownership of assigned cases and tasks.

• Consistently using active listening skills with a focus on capturing client needs, urgency, and issue details.

• Consistently using soft skills in both oral and written communication.

• Supporting and debugging SQL Queries, Packages, Procedures, Functions, Views, and Triggers.

• Replicating issues reported by clients and working with Product, Quality Assurance, and Engineering teams to deliver solutions.

• Performing simple data management tasks for clients including data correction, import, and manipulation.

• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner.

• Creating client-facing knowledge base articles from resolved support cases.

Qualifications & Requirements:

• 3+ years of experience in a client-facing technical support role.

• A degree or diploma in a post-secondary technical program.

• Advance knowledge writing SQL queries.

• Experience working with enterprise database platforms.

• Exceptional customer-focused attitude, with strong verbal and written communication skills.

• Demonstrated critical thinking, troubleshooting, and problem-solving…