Software Support Specialist

Job summary

Serve as the first point of contact for customer support requests, managing cases, troubleshooting common application issues, and resolving them when possible. Document resolutions, communicate updates to customers, and gather diagnostic information to route complex issues to the appropriate teams.

Job details

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 seeking a Software Support Specialist to join our Academic Support team, focusing on complex frontline application support for our on-premises enterprise application. This role is the first point of contact for customers, responsible for intake, triage, and resolution of common application issues. You will play a critical role in delivering a consistent, high-quality support experience while ensuring efficient routing and escalation of more complex issues. This position is ideal for someone who thrives in a fast-paced, customer-facing environment, enjoys troubleshooting application issues, and is passionate about helping users succeed. 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 Frontline Support & Case Management Act as the primary point of contact for incoming support requests via phone, online portal, chat, and email. Log, categorize, and prioritize tickets based on severity and SLA guidelines. Quickly assess issues and determine appropriate next steps (resolve vs escalate) Manage assigned case queue and ensure timely follow-up with customers Issue Resolution Troubleshoot and resolve frontend application issues using knowledgebase resources Assist with: Login/access issues Configuration questions Known defects or workarounds Navigation, workflow, and usability questions Aim to resolve issues at first contact whenever possible Triage & Escalation Identify and route cases that require escalation to other teams (Customer Success, Engineering, Product) Gather complete diagnostic details before escalation (logs, screenshots, steps to reproduce) Customer Experience Deliver clear, professional, and empathetic communication Set expectations on response times and next steps Ensure consistent updates are provided until resolution Maintain a strong customer-first mindset Documentation & Knowledge Sharing Document all troubleshooting steps and resolutions in case records Contribute to internal and client-facing knowledgebase articles Identify recurring issues and suggest improvements to documentation Qualifications & Requirements 3+ years of experience in a client-facing on-premises software support role. Prefer knowledge writing SQL select queries and investigating issues at a data level. Experience working with enterprise database platforms. Exceptional customer-focused attitude, with strong verbal and written communication skills. Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a fast-passed environment. Our Recruiting Process We strive to make our process as simple as possible while still providing opportunities for us to learn about each other. Intro/screening call with our Recruitment Team Short online behavioral and cognitive assessment via the Predictive Index Virtual Interview with Hiring Manager Onsite panel technical interview At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection. Compensation & Benefits The posted range for this position is between $71,000 CAD - $86,000 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. Our Benefits Also Include 3% RRSP matching Comprehensive health benefits plan, including 100% drug coverage 3-week paid vacation, growing up to 5 weeks with tenure Unlimited paid flex days Paid Birthday off

What you’ll do

Serve as the first point of contact for customer support requests, managing cases, troubleshooting common application issues, and resolving them when possible. Document resolutions, communicate updates to customers, and gather diagnostic information to route complex issues to the appropriate teams.

Requirements

Requires at least three years of client-facing support experience with on-premises software, along with strong customer communication, troubleshooting, and problem-solving skills. SQL query writing and experience with enterprise database platforms are preferred.

Benefits

• 3% RRSP Matching
• Comprehensive Health Benefits Plan
• 100% Drug Coverage
• Three Weeks Paid Vacation, Increasing Up to Five Weeks With Tenure
• Unlimited Paid Flex Days
• Paid Birthday Off

Listed skills

• Customer support · Preferred
• Problem solving · Preferred
• case management · Preferred
• issue resolution · Preferred
• SLA Management · Preferred
• Critical Thinking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support
• Software Troubleshooting
• Case Management
• Ticket Triage
• Issue Resolution
• SQL Select Queries
• Enterprise Databases
• On-Premises Software
• Diagnostic Data Gathering
• Escalation Management
• Customer Communication
• Critical Thinking
• Problem-Solving
• Knowledge Base Documentation
• SLA Management

Job areas

• Customer Service & Support
• Technology
• Software
• Healthcare