Job Technical Support in Vancouver

About the Opportunity:

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 practice management system simplifies each step of the patient experience - from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.

Exan Software (Exan) has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, Exan’s products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premise products are well established with strong customer loyalty while our cloud product customer base is growing every year.

If you are looking for a growing career that makes a difference, come be part of our team today! We are looking for a Technical Support Consultant who is passionate about continuous learning, brings strong software support experience, and adopts a collaborative approach to problem solving.

The successful candidate will have a demonstrated track record of building solid relationships with our clients by providing them with an exceptional service experience, well-developed soft skills and a robust customer-centric attitude will be key talents. Key deliverables include having a sense of urgency and ownership, and the need to provide accurate, timely solutions. The role is responsible for delivering technical support for our enterprise on-premise software by handling incoming support tickets, operational tasks, system configuration, setup and training.

Responsibilities

• Providing excellent front and back-end application technical support via phone, email, and support portal.
• Providing technical support on the use and maintenance of our application to I.T. Personnel, Database Administrators, System Admins, and end-users.
• Assessing and prioritizing customer issues and providing recommendations on how best to utilize our software to resolve their problems or help them achieve their business goals.
• Training new users remotely and on-site on best business practices, fitting their institution's needs to our software.
• Gathering and documenting user and process requirements and developing workflows.
• Creating, supporting, and debugging SQL Queries, Packages, Procedures, Functions, Views, and Triggers.
• Consistently delivering exceptional service experiences with clients.
• Effectively managing and taking ownership of a case queue.
• Always 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.
• Replicating issues reported by clients and working with Quality Assurance and Development teams to deliver solutions.
• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner.
• Creating client-facing knowledge base articles from resolved support cases.

Qualifications & Requirements

• 3+ years experience in a client-facing application technical support, technical implementation, or consulting role.
• A degree or diploma in a post-secondary technical program or related experience in supporting an applications backend.
• Proven software implementation, optimization, training, and consulting experience.
• Experience with relational database platforms writing SQL Queries, Packages, Procedures, Functions, Views, and Triggers.
• Exceptional customer-focused attitude, with strong verbal and written communication skills.
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a high-pressure environment.
• Up to 10% Canada, U.S., and international travel to support customer on-site.
• This is a hybrid (#LI-HYBRID) role, with two days in office, to facilitate brainstorming and team building
  • Our office is located across from Guildford Mall, in Surrey, BC.

At Exan, we pride ourselves on fostering a flexible, high-performing culture that is inclusive and supports professional growth. As a future team member, you will embrace ownership, transparency, communication and collaboration.

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