Software Support Consultant – Software Support
Job Description
The role supports customers by providing accurate, timely solutions, ensuring high customer satisfaction, and contributing to continuous improvement in support processes.
Key Responsibilities
* Take calls and chat support requests to provide assistance.
* Provide remote support via online screen share tools.
* Record all actions and advice on ticket management systems such as Zendesk, Intercom, Slack and email.
Remote Training
* Deliver remote training to customers on HSO software, modules and services including SMS, online bookings and new features.
New Site Installs & Configuration
* Install and configure software (EXACT, OASiS, Dentally, ExaminePro) on servers, workstations or other devices remotely and/or onsite.
Sales Leads
* Refer leads to the sales team.
Ongoing Training & Product Knowledge
* Participate in regular product training to stay updated on features and best practices.
Qualifications
Experience:
* Experience in a customer service or fast‐paced environment.
* Experience using computers (MS Office, Zendesk).
Education:
* Degree or equivalent experience.
Specialized Knowledge & Skills:
* Technical proficiency: navigate and troubleshoot the company's software.
* Communication: clear, empathetic, professional communication with customers.
* Problem‐solving: efficiently identify and address root causes of issues.
* Adaptability: willingness to adapt to new software updates and customer needs.
Personal Attributes:
* Proactive, driven and results‐oriented.
* Organises time and meets deadlines.
* Self‐sufficient, works autonomously.
* Interpersonal: approachable, collaborative and inclusive.
* Change management: recognises and adapts to evolving situations.
Diversity & Inclusion
Henry Schein One is 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.
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