Technical Support Analyst

Technical Support Specialist

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.

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:

• Experience in a client-facing technical support role.
• A degree or diploma in a post-secondary technical program.
• Exceptional customer-focused attitude, with strong verbal and written communication skills.
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a high-pressure environment.
• Experience writing SQL queries.
• Experience working with enterprise database platforms.

Our Recruiting Process We try to make our process as simple as possible while still giving us opportunities to learn about each other.

• Intro/screening call
• Short online behavioral and cognitive assessment
• Interview with Hiring Manager
• Panel Interview

We pride ourselves on fostering a flexible, high-performing culture that is inclusive and supports professional growth. As a future team member, you will embrace ownership, transparency, communication and collaboration.

The posted range for this position is between $62,000 CAD - $72,000 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

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, color, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.