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
Seeks information that identifies underlying issues
Shows initiative and drive
Focus on Results
Organises time to ensure deadlines are met
Overcomes obstacles to achieve an objective
Takes responsibility for outcomes
Can be counted on to work autonomously without supervision
Character
Acts consistently
Follows through on promises and commitments
Is not afraid to act when required
Actively seeks feedback to improve own performance
Understands own strengths and weaknesses
Interpersonal Skills
Can effectively communicate and share ideas
Is approachable and friendly
Works effectively with others
Works inclusively and shares information willingly
Manages Change
Is quick to recognize situations or conditions where change is needed
Seeks to understand competitor activity and potential opportunities
Understands how the team and work fits in with company overall
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