Technical Customer Support

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.

Summary

In this role, you will be responsible for responding to, troubleshooting, resolving, and accurately documenting incoming customer support tickets related to the supported software. You will identify root causes, provide clear guidance, and contribute to long-term solutions that improve the customer experience.

You will work closely with the Team Lead to strengthen your customer service capabilities, develop proficiency with support tools, refine troubleshooting techniques, and deepen product knowledge. As you grow in the role, you will manage increasingly complex cases and may provide support across additional products.

This is a hybrid position, with one day per week in the office to support collaboration and team connection. Our office is conveniently located across from Guildford Mall in Surrey, BC.

What You’ll Be Doing

• Manage and respond to customer support tickets with speed, accuracy, and professionalism
• Troubleshoot issues using structured approaches to identify root causes and deliver effective solutions
• Resolve tickets within defined timelines, escalating complex issues when needed
• Educate customers on product functionality and best practices to improve adoption and efficiency
• Own assigned tickets end-to-end, including follow-ups and management of open items
• Document all customer interactions, troubleshooting steps, and resolutions within the ticketing system
• Identify recurring issues and documentation gaps; contribute to knowledge base updates and new content creation
• Collaborate with team members and cross-functional partners to improve processes and customer outcomes
• Participate in special projects and support broader team initiatives

What We’re Looking For

• 1+ years of experience in customer support, helpdesk, or a similar technical environment
• Strong troubleshooting and analytical problem-solving skills
• Ability to manage competing priorities and adapt in a fast-paced environment
• Foundational knowledge of software systems, including browser-based and on-premise environments
• Basic understanding of networking concepts, user access/permissions, and system troubleshooting
• Experience supporting customers via live chat or messaging platforms is an asset
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly
• High attention to detail and accuracy in documentation
• Customer-focused mindset with the ability to manage complex or sensitive issues professionally
• Strong organizational and time management skills
• Ability to handle confidential information with discretion
• Collaborative team player with the ability to build effective cross-functional relationships

Our Recruiting Process

We strive to make our process as simple as possible while still providing opportunities for us to learn about each other.

• Intro/screening call with our Recruitment Team
• Short online behavioral and cognitive assessment via the Predictive Index
• Virtual Interview with Hiring Manager
• Onsite panel technical interview

At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection.

Compensation and Benefits

The posted range for this position is between CAD 65,750 and CAD 70,000 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