Department: Software Support

Line Manager: Support Team Lead

Software Support Consultant

Job Description

About Us

At Henry Schein One, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

Our culture at Henry Schein One as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.

How we work

Customer success is at the heart of everything we do. We strive to ensure that
each member of our team, regardless of their department or role, prioritises the
success of the customer in every interaction. From our Commercial teams right
through to Operations, every area of our business plays an instrumental role in
shaping the value of our user’s experience.

Purpose

To provide accurate and timely solutions to customer requests, ensuring high customer satisfaction and contributing to continuous improvement in customer support processes.

What you'll do

Software Support

· Take calls from the queue and provide support to customers.

· Take chat support requests from the queue to provide chat support to customers.

· To provide remote support via online screen share tools.

· Record all actions and advice given on ticket management systems Zendesk, Intercom, Slack and email.

Remote Training

· Provide remote training to customers on HSO software, modules and services including but not limited to SMS, Online Bookings and new features.

New Site Installs and configuration

· Remote and/or onsite installation and configuration of EXACT, OASiS, Dentally, ExaminePro, on servers and workstations or any other device required.

Sales Leads

· Refer leads to sales team

Ongoing training and product knowledge

· Participate in regular product training sessions to ensure up-to-date knowledge of all features and best practices for support.

What you’ll bring with you

Experience:

· Experience working in a customer service/fast paced environment

· Experience working with computers (MSOffice, Zendesk)

Education:

· Degree standard or equivalent experience

Specialized Knowledge and Skills:

· Technical Proficiency: Ability to navigate and troubleshoot the company's software.

· Communication Skills: Clear, empathetic, and professional communication with customers.

· Problem-Solving Skills: Efficiently identifying and addressing root causes of issues.

· Adaptability: Willingness to adapt to new software updates and customer needs.

Personal Attributes:

· Personal Capability

o Seeks information that identifies underlying issues

o Shows initiative and drive

· Focus on Results

o Organises time to ensure deadlines are met

o Overcomes obstacles to achieve an objective

o Takes responsibility for outcomes

o Can be counted on to work autonomously without supervision

· Character

o Acts consistently

o Follows through on promises and commitments

o Is not afraid to act when required

o Actively seeks feedback to improve own performance

o Understands own strengths and weaknesses

· Interpersonal Skills

o Can effectively communicate and share ideas

o Is approachable and friendly

o Works effectively with others

o Works inclusively and shares information willingly

· Manages Change

o Is quick to recognize situations or conditions where change is needed

o Seeks to understand competitor activity and potential opportunities

o Understands how the team and work fits in with company overall

o Understands that the customer is key to company success

Diversity at Henry Schein One

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Our Shared Values

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:

Community

· Each Person is as Important as the Next

· Open Communication

· Diversity & Inclusion

Caring

· Corporate Citizenship

· Shared Success

Career

· Ethics

· Recognise Creativity & Encourage it

· People are our Greatest Asset