Software Support Technician

Job Description

What you'll do

• Resolve customer queries through phone and chat, using non-technical language to guide them clearly and confidently as they navigate our software products.
• Approach every interaction with empathy, listening carefully and reassuring customers that you’re there to help.
• Encourage and support customer independence by sharing relevant help articles and explaining how to use self serve resources effectively. serve resources effectively.‑
• Troubleshoot issues by gathering information, using available tools and documentation and applying logical problem solving to reach a resolution or clear next step.‑
• Empower customers to understand the software so they can work more effectively
• Maintain accurate, high quality notes to support smooth handovers and contribute to team knowledge. ‑quality notes to support smooth handovers and contribute to team knowledge.
• Collaborate with colleagues across Support and other teams when customer queries span multiple areas.
• Identify early where queries require escalation to 2nd line team, ensuring customer expectations are md in line with SLAs.

What you’ll bring with you

• Excellent communication skills, with the ability to explain information clearly and collaborate effectively with team members and stakeholders.
• The confidence to take initiative, analyse situations logically and apply a level of technical understanding to find solutions.
• A resilient and adaptable attitude, with the ability to stay motivated and effective when working through repetitive operational tasks.
• Strong attention to detail and a highly organised approach to managing your work.
• The ability to remain calm, composed and professional under pressure.
• A naturally empathetic, friendly and approachable manner so that customers feel supported.
• Curiosity and a problem solving mindset, with the ability to spot issues and propose practical solutions.‑solving mindset, with the ability to spot issues and propose practical solutions.

A self motivated, proactive approach to learning, aware of your own development needs and comfortable seeking support, training and knowledge to grow.

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.

About Us

Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly

30 miles from Melville, New York, where our corporate headquarters

resides today. In the depths of the Great

Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners.

Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and

territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes.

We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work.

No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place.

Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations.

Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request.

US Candidates: jobsupport@henryschein.com

UK and Ireland Candidates: UKHSHRRecruitment@henryschein.co.uk

Australia and New Zealand Candidates: APACCareers@henryscheinone.com

Malaysia Candidates: CNHR@henryschein.com

Italy Candidates: risorse.umane@henryschein.it

Workplace Remote Types

It is important to us to offer different types of work arrangements. Please see the types we offer below:

Work From Home: Work is performed directly from the TSM's home office.

Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required.

Onsite: Work is performed exclusively at a company facility.

Field: Position requires traveling to different locations within a specific geographic territory, as assigned.