Technical Support Analyst - #439124

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 electronic health record (EHR) 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. 

About The Opportunity

We are looking for a Technical Support Analyst who's passionate about continuous learning, brings strong customer-facing technical support experience, and adopts a collaborative approach to problem solving.  

The primary responsibility of this role is to build strong relationships with our clients by providing them with an exceptional service experience. Well-developed soft skills and a strong customer-centric attitude will be key talents, along with a proven track record of working within a technical customer service environment. A sense of urgency and ownership, with the need to provide accurate, timely solutions, will be critical deliverables.  

You will deliver technical support for our on-premise dental academic software by handling incoming support tickets, operational tasks, and system configuration.  Managing your workload with efficiency and juggling multiple priorities with a sense of urgency, structure, and attention to detail will make you succeed in this role. You will possess strong troubleshooting, problem-solving, and analytical skills.  

At Exan, you will be part of a culture that embraces ownership, collaboration, and creativity and allows you to impact our company's success directly. As an Exan team member, you will embrace open communication and be part of a flexible, high-performing environment. 

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.
• Replicating issues reported by clients and working with Product, Quality Assurance, and Engineering teams to deliver solutions.
• Performing simple data management tasks for clients including data correction, import, and manipulation.
• 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

• 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.
  
  

Our Recruiting Process 

 

We try to make our process as simple as possible while still giving us opportunities to learn about each other. 

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

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.

Compensation & Benefits

The posted range for this position is between $62,000 CAD - $72,000 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our Benefits Also Include

• 3% RRSP matching
• Comprehensive health benefits plan, including 100% drug coverage
• 3-week paid vacation, growing up to 5 weeks with tenure
• Unlimited paid flex days
• Paid Birthday off