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.

Travel / Physical Demands:

Hybrid work, with Tuesdays scheduled as in-office days for this team. The office is located near Guildford Mall.

Our Recruiting Process:

We try to make our process as simple as possible whilst giving you and us opportunities to learn about each other.

• Short Online Behavioural Assessment - A brief assessment to understand your behavioural traits and abilities.
• Recruiter Interview Video Call - An initial phone call to introduce ourselves, learn more about you, and discuss your experience, skills, and fit for the role.
• Second Interview with the Hiring Manager - A more in-depth interview where you may be asked to present a topic or solve a problem related to the role.
• Final Decision - We aim to make a final decision within 5 days of the second interview.

For this Role:

We will start reviewing candidates on January 6, 2025. Please expect to hear back from us by January 10th if you apply before January 6th, 2025.

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 range for this position is between CAD 55,000 - CAD 68,000, 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.

Join us at Dentrix and make a difference in the dental software industry!