Software Support Specialist
Help power the technology behind dental education. As a Software Support Specialist at Henry Schein One, you'll solve customer challenges, investigate issues, and deliver exceptional support.
We usually respond within a week
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
- Department
- Support
- Role
- Software Support Technician
- Location
- Surrey, British Columbia
- Remote status
- Hybrid
- Employment type
- Full-time
- Employment level
- Professionals
About Henry Schein One
We are a leading provider of dental technology solutions, and we are committed to developing innovative products and services that help dental professionals deliver the best possible care to their patients.
If you are passionate about dental technology and want to be part of a team that is making a difference, then Henry Schein One is the place for you. We offer a variety of career opportunities, from software development to customer support. We are always looking for talented and motivated individuals to join our team.
Together, we can change the future of dental care.
Here are some of the ways we are changing the future of dental technology:
- We are developing cloud-based practice management software that makes it easier for dental professionals to manage their practices.
- We are developing artificial intelligence-powered tools that help dentists diagnose and treat dental conditions more accurately.
- We are developing teledentistry solutions that make it possible for dentists to provide care to patients in remote areas.
- We are developing virtual reality and augmented reality tools that help dentists train and educate their patients.
We are just getting started. We are committed to changing the future of dental care, and we need your help. Join us and be part of the team that is making a difference.