CA Technical Customer Support

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.

In this role, you will be responsible for answering, resolving, and logging incoming customer calls, identifying issues, and providing suggestions and long-term resolutions related to the supported software.

You will work closely with the supervisor to develop and improve customer service skills, develop the ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. As you progress in this role, you will manage more complex cases to troubleshoot and resolve issues at a higher level and may support additional products.

Key Responsibilities:

• Answer and process customer calls effectively and efficiently to optimize customer experience
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
• Provide timely resolution of customer issues
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
• Document all customer-related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• Participate in special projects and perform other duties as required

Specific Knowledge & Skills:

• Working knowledge of Microsoft Word and Excel as it relates to the supported software
• Excellent troubleshooting and problem-solving skills
• Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
• Ability to prioritize tasks, handle stress, and adapt to change

General Skills & Competencies:

• Strong time management skills with the ability to prioritize tasks and meet deadlines
• Detail oriented and able to accurately work with data
• Customer service-oriented with the ability to work with complex issues
• Experience with project coordination (planning and arrange activities)
• Strong written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to manage conflict
• Capacity to work effectively under pressure
• Comfortable working in a team environment with the ability to establish productive working relationships at multiple levels within the organization

Work Experience:

1+ years of related experience in a similar role and work environment

Preferred Education:

High School education, vocational training, and/or on-the-job training. Bachelor’s degree preferred.

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