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Added 25 mins ago
B
Customer Success Manager - eLearn
BoomerangFX
Mississauga, ON
- Full-time
…offering healthcare SaaS solutions offering integrated clinic practice management software, digital marketing and e-learning solutions to the aesthetic medical industry. We serve…
Added 25 mins ago
PF
Gestionnaire principal·e de produit | Senior Product Manager , APM & GenAI
Power Factors
Montreal, QC
- Full-time
Added 25 mins ago
NH
Echocardiographer, Diagnostic Imaging (Permanent. Part-Time)
Northumberland Hills Hospital
Cobourg, ON
- Part-time
The Echocardiographer, under the direction of the Manager of Diagnostic Imaging and the Internist/Cardiologist, produces and records high quality sonographic images utilizing echocardiogram…
Added 41 mins ago
CO
Job ID #31637: Project Manager, Infrastructure Management - RE-POST
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Job ID #31637: Project Manager, Infrastructure Management
Added 55 mins ago
HT
HR Officer – Community Support Services (CSS) – Halifax
Hollybank Trust
Halifax, NS
- Full-time
…and ensure compliance with employment legislation and best practice. This is an exciting opportunity for an experienced HR professional who enjoys working autonomously, building…
Added 55 mins ago
M
Manager, National Tax Services
MNP
Langley (District), BC · City of Langley, BC
- Full-time
Make an impact with our National Tax Services Group as a Manager. This diverse team of professionals provides best-in-class industry and technical expertise to internally drive the success…
Added 55 mins ago
OM
Chef de projet et opérations client
Omnicom Media
Montreal, QC
- Full-time
Added 55 mins ago
RG
Associate Nurse Manager - Full-Time - RPN
Responsive Group Inc.
Perth, ON
- Full-time
The Associate Nurse Manager provides clinical and operational leadership to support the safe, respectful, and consistent delivery of resident care. Reporting to the Director of Care, this…
Added 55 mins ago
Registered Nurse, 6 North Ambulatory
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Manager of 6 North Ambulatory, the Clinical Care Provider is a member of an interdisciplinary care team, providing holistic, comprehensive evidenced based care to meet the…
Added 1 hour ago
OI
HCA Program Manager
Oxford International
Vancouver, BC
- $85,000 to $100,000 CAD / year
- Full-time
The Health Care Assistant, Program Manager provides academic and operational leadership for the HCA program at the Vancouver Campus, supporting consistent program delivery, student…
Added 1 hour ago
TH
Registered Nurse (Full Time) | CVH - CVH Emergency
Trillium Health Partners
ON · ON, Canada
- Full-time
…nursing orientation as well as in class and a precepted clinical practice experience in the ED to ensure you have the tools you need to be successful in our unique…
Added 1 hour ago
TH
Registered Nurse (Full Time) | CVH | - CVH Emergency
Trillium Health Partners
Mississauga, ON
- Full-time
…nursing orientation as well as in class and a precepted clinical practice experience in the ED to ensure you have the tools you need to be successful in our unique…
Added 1 hour ago
TH
Registered Nurse (Full Time) | CVH - CVH Emergency
Trillium Health Partners
ON · ON, Canada
- Full-time
…nursing orientation as well as in class and a precepted clinical practice experience in the ED to ensure you have the tools you need to be successful in our unique…
Added 1 hour ago
CO
Job ID #31786: Health, Safety & Wellness Specialist
City of Hamilton
Hamilton, ON
- Full-time
…City’s health, safety and wellness program. Reporting to the Manager of Health, Safety and Wellness, the incumbent will work collaboratively with leaders, employees, Joint Health and Safety…
Added 1 hour ago
BH
Registered Nurse - Inpatient Leukemia
Bariza Health
Toronto, ON
- Internship
Added 1 hour ago
OI
HCA Program Manager
Oxford International Education Group
Vancouver, BC
- $85,000 to $100,000 CAD / year
- Full-time
The Health Care Assistant, Program Manager provides academic and operational leadership for the HCA program at the Vancouver Campus, supporting consistent program delivery, student…
Added 1 hour ago
PF
Gestionnaire principal·e de produit | Senior Product Manager , APM & GenAI
Power Factors
Remote, Canada
- Remote
Added 1 hour ago
U
Statistical Assistant
UNESCO
Montreal, QC
- From $53,996 CAD / year
…Statistics (UIS) and the direct supervision of the responsible manager, the Statistical Assistant carries out the standard, recurring technical and procedural tasks that support the…
Added 2 hours ago
SH
General Duty Nurse (N2) - Women's Health Labour & Delivery
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 2 hours ago
SH
General Duty Nurse (N2) - Child Health - CK3 Surgery
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 2 hours ago
SH
Registered Dietitian
Shared Health-Soins Communs
Winnipeg, MB
- Volunteer
Under the general direction of the Program Support Manager, Nutrition Services, and while demonstrating a commitment to the Mission, Values and Management Philosophy of St. Boniface…
Added 2 hours ago
SH
Rehabilitation Assistant
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the direction of the applicable manager, and as delegated and supervised primarily by the Physiotherapist (PT), Occupational Therapist (OT), and/or Speech-Language Pathologist (SLP),…
Added 2 hours ago
SH
General Duty Nurse (N2) - Women's Health Labour & Delivery
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 2 hours ago
SH
General Duty Nurse (N2) - Women's Health Labour & Delivery
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 2 hours ago
SH
General Duty Nurse (N2) - NICU
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…

Henry Schein One Canada

Software Support Specialist

Surrey, BC, Canada

$71,000 to $86,000 CAD / year · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: $71,000 to $86,000 CAD / year
Job type: Full-time
Apply by: Nov 5, 2026
Experience: 3+ years of experience in a client-facing on-premises software support role.
Posting language: English
Posted: Oct 6, 2026

Original job description

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 electronic health record (EHR) system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

About the Opportunity

We are seeking a Software Support Specialist to join our Academic Support team, focusing on complex frontline application support for our on-premises enterprise application.

This role is the first point of contact for customers, responsible for intake, triage, and resolution of common application issues. You will play a critical role in delivering a consistent, high-quality support experience while ensuring efficient routing and escalation of more complex issues.

This position is ideal for someone who thrives in a fast-paced, customer-facing environment, enjoys troubleshooting application issues, and is passionate about helping users succeed.

This is a hybrid role, with one day in office per week, to facilitate brainstorming and team building.

Our office is located across from Guildford Mall, in Surrey, BC.

Key Responsibilities

Frontline Support & Case Management

Act as the primary point of contact for incoming support requests via phone, online portal, chat, and email.
Log, categorize, and prioritize tickets based on severity and SLA guidelines.
Quickly assess issues and determine appropriate next steps (resolve vs escalate)
Manage assigned case queue and ensure timely follow-up with customers

Issue Resolution

Troubleshoot and resolve frontend application issues using knowledgebase resources
Assist with:
Login/access issues
Configuration questions
Known defects or workarounds
Navigation, workflow, and usability questions
Aim to resolve issues at first contact whenever possible

Triage & Escalation

Identify and route cases that require escalation to other teams (Customer Success, Engineering, Product)
Gather complete diagnostic details before escalation (logs, screenshots, steps to reproduce)

Customer Experience

Deliver clear, professional, and empathetic communication
Set expectations on response times and next steps
Ensure consistent updates are provided until resolution
Maintain a strong customer-first mindset

Documentation & Knowledge Sharing

Document all troubleshooting steps and resolutions in case records
Contribute to internal and client-facing knowledgebase articles
Identify recurring issues and suggest improvements to documentation

Qualifications & Requirements:

3+ years of experience in a client-facing on-premises software support role.
Prefer knowledge writing SQL select queries and investigating issues at a data level.
Experience working with enterprise database platforms.
Exceptional customer-focused attitude, with strong verbal and written communication skills.
Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a fast-passed environment.

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 & Benefits

The posted range for this position is between $71,000 CAD - $86,000 CAD 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

Apply About employer

More about this job

Responsibilities

Serve as the first point of contact for customer support requests, managing cases and resolving common application issues through troubleshooting and knowledge base resources. Triage and escalate complex issues with complete diagnostic details, communicate updates to customers, and document resolutions and recurring issues.

Requirements

Requires at least three years of experience in client-facing support for on-premises software, with enterprise database experience. SQL query knowledge is preferred, along with strong customer-focused communication, troubleshooting, critical thinking, and problem-solving skills.

Skills

Customer Support
On-Premises Software Support
Application Troubleshooting
Ticket Management
Issue Triage
Case Escalation
SQL Select Queries
Enterprise Databases
Diagnostic Data Gathering
Knowledge Base Documentation
Customer Communication
Critical Thinking
Problem-Solving
SLA Prioritization

Benefits

3% RRSP Matching
Comprehensive Health Benefits Plan
100% Drug Coverage
3 Weeks Paid Vacation, Increasing Up To 5 Weeks With Tenure
Unlimited Paid Flex Days
Paid Birthday Off

Visa sponsorship

Not detected in the job text

Keywords

Dental Software
Enterprise Application
On-Premises Software
Academic Support
Customer Support
Application Troubleshooting
Ticket Management
Case Triage
SLA Guidelines
SQL Select Queries
Enterprise Databases
Login And Access Issues
Application Configuration
Known Defects
Workarounds
Workflow And Navigation
Diagnostic Logs
Screenshots
Steps To Reproduce
Customer Success
Engineering
Product
Knowledge Base
Documentation
Electronic Health Records
Dental Practice Management

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