AU Software Support Consultant

About Us At Henry Schein One, 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 c are and build a thriving dental practice. O ur culture at Henry Schein One a s 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. Purpose To provide accurate and timely solutions to customer requests, ensuring high customer satisfaction and contributing to continuous improvement in customer support processes. What you'll do Software Suppor t Take calls from the queue and provide support to customers. Take chat support requests from the queue to provide chat support to customers. To provide remote support via online screen share tools . Record all actions and advice given on ticket management systems Zendesk, Intercom, Slack and email . Remote Training Provide remote training to customers on HSO software, modules and services including but not limited to SMS, Online Bookings and new features. New Site Installs and configuration Remote and/or onsite installation and configuration of EXACT, OASiS , Dentally, ExaminePro , on servers and workstations or any other device required . Sales Leads Refer leads to sales team Ongoing training and product knowledge Participate in regular product training sessions to ensure up-to-date knowledge of all features and best practices for support. What you’ll bring with you Experience: Experience working in a customer service/fast paced environment Experience working with computers (MSOffice, Zendesk) Education: Degree standard or equivalent experience Specialized Knowledge and Skills: Technical Proficiency: Ability to navigate and troubleshoot the company's software. Communication Skills: Clear, empathetic, and professional communication with customers. Problem-Solving Skills: Efficiently identifying and addressing root causes of issues. Adaptability: Willingness to adapt to new software updates and customer needs. 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