Technical Support Analyst

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.

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

• Providing excellent technical support via multiple channels such as phone, email, and support portal.
  
• Consistently delivering exceptional service experiences with clients.
  
• Effectively managing and taking ownership of assigned cases and tasks.
  
• Consistently using active listening skills with a focus on capturing client needs, urgency, and issue details.
  
• Consistently using soft skills in both oral and written communication.
  
• Supporting and debugging SQL Queries, Packages, Procedures, Functions, Views, and Triggers.

• Experience in a client-facing technical support role.
  
• A degree or diploma in a post-secondary technical program.
  
• Exceptional customer-focused attitude, with strong verbal and written communication skills.
  
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a high-pressure environment.
  
• Experience writing SQL queries.
  
• Experience working with enterprise database platforms.
  

• Intro/screening call
  
• Short online behavioural and cognitive assessment
  
• Interview with Hiring Manager
  
• Panel Interview