Software Support Technician

Job Description

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Department Support Exact
Line Manager Team Lead, Support
UPDATED: Dec 2024
Software Support Technician, Exact
Job Description
About Us
At Henry Schein One UK, we are a tech company with a mission to redefine dental care,
creating a future where personalised, AI-driven treatment and intelligent practice
management come together to enhance patient care and build a thriving dental practice.
Celebrated as one of the \’Sunday Times UK\’s Best Places to Work, our culture at Henry
Schein One UK as an inclusive and forward-thinking company means we are committed
to creating an environment that values diversity and flexibility and promotes equal
opportunities for all individuals.
How we work
Customer success is at the heart of everything we do. We strive to ensure that each
member of our team, regardless of their department or role, prioritises the success of
the customer in every interaction. From our Commercial teams right through to
Operations, every area of our business plays an instrumental role in shaping the value of
our user\’s experience.
Our customer success programmes are pivotal in maintaining dynamic feedback
channels with our product teams, ensuring that we are always enhancing our software
to align with customer needs. By delivering top-tier service, crafting innovative
solutions, and offering proactive support, we are not just meeting expectations—we are
creating long-lasting partnerships that drive positive outcomes.
How you\’ll make an impact You are an ambitious career-driven individual who is highly self-motivated and can
work independently or collaboratively within the department. You have strong
communication and interpersonal skills. You enjoy working in a fast-paced and
changing environment. You will be confident in learning the software, building your
knowledge and being able to talk confidently with our customers. You will develop
relationships with our customers, be empathetic and work with them so they leave the
conversation more knowledgeable than when they joined.
What you\’ll do
Coaching customers through their queries relating to their software via
different forms of communication (phone and online chat).
Empathetically approaching customers\’ questions and reassuring them you\’re
able to help them
Professionally and politely encouraging our customers to adopt a self-serve
approach by sharing the relevant Support Document with them to guide them
to a solution whilst ensuring they know you are with them every step of the
way.
Troubleshoot any questions from our customers where the answer is not
instantly obvious, using all resources available to you to achieve this.
Empowering our customers to get the best of our software so they can deliver
vital patient care and to make their lives easier.
What you\’ll bring with you
Great communication and collaboration skills working with business
stakeholders
Show initiative and ability to analyse situations with a level of technical
expertise.
Strong attention to detail
Highly organised Ability to stay calm under pressure
Excellent verbal and written communication skills
Empathetic and authentic, approachable and friendly
Inquisitive and interested, able to identify problems and present solutions.
Self-motivated, diligent and self-aware of their own training requirements and
happy to seek support and develop their own knowledge.
Diversity at Henry Schein One
Diversity at Henry Schein One is all about you being you. Diversity and inclusion are
integral to every aspect of our business, we push boundaries fuelled by a diverse set of
voices and a desire to make a difference. We are proud to be 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. We welcome everyone to our team; we foster creativity and
ambition throughout our business. We\’re making a difference every day and you can
too.
Our Shared Values
Everyone at Henry Schein One is encouraged to live and demonstrate our core
values:
Community
Each Person is as Important as the Next
Open Communication
Diversity & Inclusion
Caring
Corporate Citizenship
Shared Success
Career
Ethics Recognise Creativity & Encourage it
People are our Greatest Asset

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.