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Software Support Consultant
Henry ScheinProviding software support and training to customers while ensuring high customer satisfaction in a tech-driven dental care company. Handling requests via calls, chat, and remote tools during installations.
About the role
Key responsibilities & impact- Take calls from the queue and provide support to customers
- Take chat support requests from the queue to provide chat support to customers
- Provide remote support via online screen share tools
- Record all actions and advice given on ticket management systems Zendesk, Intercom, Slack and email
- Provide remote training to customers on HSO software, modules and services including but not limited to SMS, Online Bookings and new features
- Remote and/or onsite installation and configuration of EXACT, OASiS, Dentally, ExaminePro, on servers and workstations or any other device required
- Refer leads to sales team
- Participate in regular product training sessions to ensure up-to-date knowledge of all features and best practices for support
Requirements
What you’ll need- Experience working in a customer service/fast paced environment
- Experience working with computers (MSOffice, Zendesk)
- Degree standard or equivalent experience
- Ability to navigate and troubleshoot the company's software
- Clear, empathetic, and professional communication with customers
- Efficiently identifying and addressing root causes of issues
- Willingness to adapt to new software updates and customer needs
- Seeks information that identifies underlying issues
- Shows initiative and drive
- Organises time to ensure deadlines are met
- Takes responsibility for outcomes
- Acts consistently
- Follows through on promises and commitments
- Actively seeks feedback to improve own performance
- Can effectively communicate and share ideas
- Works effectively with others
- Is quick to recognize situations or conditions where change is needed
- Understands how the team and work fits in with company overall
- Understands that the customer is key to company success
Benefits
Comp & perks- Diversity and inclusion are integral to every aspect of our business
- We are proud to be an equal-opportunity employer
- We foster creativity and ambition throughout our business
- Opportunities to give back to society
- Safe space for individuals to develop and contribute authentically
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
remote supportticket managementinstallationconfigurationtroubleshootingcustomer servicesoftware navigationtrainingroot cause analysisMS Office
Soft Skills
clear communicationempathyprofessionalisminitiativetime managementresponsibilityadaptabilityfeedback seekingcollaborationproblem-solving