At a Glance
- Tasks: Support customers with software queries via phone and online chat.
- Company: Join a top-rated tech company redefining dental care.
- Benefits: Flexible work environment, career growth, and a supportive culture.
- Other info: Diverse and inclusive workplace that values creativity and ambition.
- Why this job: Make a real impact by helping customers enhance patient care.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 25000 - 30000 £ per year.
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. We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world‑class SaaS products. Culture matters to us. Celebrated as one of the 'Sunday Times UK’s Best Places to Work' companies, our culture 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 everyone.
What We Do
- Clinical: AI‑powered diagnostics and note‑taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.
- Practice Management: Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.
- Patient Experience: A digital‑first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old‑school phone calls and paper forms.
Our Culture
We are problem solvers, not ticket takers, and we champion creative problem‑solving. 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.
About You
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 Be Doing
- 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.
Your Personal Attributes
- 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 and diligent, and self‑aware of their own training requirements and happy to seek support and develop their own knowledge.
Our Recruiting Process
We try to make our process as simple as possible whilst giving you and us opportunities to learn about each other. 30min intro call with our Talent Acquisition Team. 30min of online cultural and cognitive assessments. 60min Interview with the support hiring team. After this, we aim to make a decision within 24 to 48 hours.
Diversity
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 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.
1st Line Support Technician in Gillingham employer: Software of Excellence
At Software of Excellence, we pride ourselves on being an exceptional employer in Gillingham, where innovation meets collaboration. Our supportive work culture encourages creativity and teamwork, while our commitment to employee development ensures that every team member has clear growth opportunities. Join us to be part of a diverse and inclusive environment that values your contributions and fosters professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Technician in Gillingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Software of Excellence. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Software of Excellence before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Technician in Gillingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Software of Excellence:Your cover letter is your chance to shine! Tell us why you want to work at Software of Excellence specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Software of Excellence!
How to prepare for a job interview at Software of Excellence
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
