Support Specialist

About Paradigm Clinical

Paradigm Clinical is a dental practice management platform serving ~1,000 clinics across Canada.

What You'll Do

You're the first person a dental office reaches when something isn't working. You troubleshoot, you fix, you document, and when you can't fix it, you escalate cleanly.

• Take calls, emails, and remote sessions from dental office staff — dentists, administrators, hygienists, front-desk — to identify, investigate, and resolve technical issues with Paradigm.
• Troubleshoot across the stack: software errors, Windows configuration, network connectivity, database issues, and third-party integrations (imaging software, insurance claim systems).
• Reproduce reported problems, diagnose root causes, and walk clients through solutions.
• Install, configure, and upgrade Paradigm software and modules — coordinating with clinics to minimize disruption.
• Deliver short training sessions (mostly remote) on software features, workflows, and modules.
• Document everything: tickets, troubleshooting steps, root causes, and resolutions in the ticketing system.
• Escalate complex issues to senior technical staff with clear summaries and reproduction steps.

Who We're Looking For

• 1–3 years in a technical support or helpdesk role, ideally supporting a software product. Healthcare or dental experience is a plus but not required.
• Comfortable on the phone.You'll spend real time talking to office managers and dentists — clear, calm, and capable of guiding someone through a screen-share.
• Real troubleshooting instinct. You want to understand why something broke, not just apply a workaround.
• Clear writer. Tickets, escalation summaries, knowledge base articles — all need to be precise and useful.
• Comfortable with Windows. Most clinics run Windows. Services, event logs, networking basics, registry, file permissions — you should know your way around.

What Matters Here

• You close loops. A ticket isn't done until the client agrees.
• You write things down. If you solved it once, nobody should have to solve it from scratch again.
• You're comfortable saying "I don't know — let me find out."
• You stay steady when the person on the other end is stressed.

Pay: $40,800.00-$50,000.00 per year

Benefits:

• Casual dress
• Discounted or free food
• On-site parking

Work Location: In person