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Added 1 min ago
CC
HSE Supervisor
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- Temporary
Leading or participating in incident investigations including injury, near misses, environmental and/or equipment damage along with injury case management
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AS
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- Full-time
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RB
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Toronto, ON
- Full-time
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Added 1 min ago
FH
Social Worker, BSW - Surrey Memorial Hosptial
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FH
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(CAN) Asset Protection Associate
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…investigations, escalates information to the Market Loss Prevention Manager in accordance with Company guidelines. Conducts or supports investigations related to internal theft, external…
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W
(CAN) Asset Protection Associate
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…investigations, escalates information to the Market Loss Prevention Manager in accordance with Company guidelines. Conducts or supports investigations related to internal theft, external…
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T
Elevated Support Senior Specialist
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- $23.43 CAD / hour
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Added 11 mins ago
SP
Customer Success Manager - Global Public Sector
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Toronto, ON
- Full-time
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their…
Added 11 mins ago
K
Head of Growth & Marketing – Canada
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Added 16 mins ago
S
Customer Success Manager - Global Public Sector
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Toronto, ON · Canada - Toronto
- Full-time
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their…
Added 16 mins ago
T
Quality Engineer I
TD
Toronto, ON
- Full-time
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Added 16 mins ago
SL
Advanced Case Manager - Insurance Sales - Mandarin
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BC · Toronto, ON · Waterloo, ON · ON · Ontario Telecommuters
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Added 31 mins ago
Senior Manager, Strategic Initiatives
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Added 43 mins ago
FH
Social Worker, BSW - Surrey Memorial Hosptial
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Added 43 mins ago
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Financial Aid Advisor - Appendix D/Temporary Assignment
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- Full-time
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Added 43 mins ago
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Martech/ Growth Engineer
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Added 43 mins ago
TS
Assistant Recreation Therapy Manager
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AB · Edmonton, AB
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Support the Recreation Therapy Manager in planning, implementation, and evaluation of the delivery of the Recreation Therapy Program to ensure the program meets the physical, emotional,…
Added 43 mins ago
SL
People Services Specialist
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Montreal, QC
- Full-time
Use case management tools to log, track, and resolve cases in a timely manner. Ensure documentation is clear and comprehensive, and escalate complex issues to senior team members or…
Added 43 mins ago
YR
***Repost*** Sign Language Interpreter (Term)
York Region District School Board
Aurora, ON
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Added 58 mins ago
LH
Job Title Clinical Support Worker
Lookout Housing + Health Society
Surrey, BC
- Full-time
The Clinical Support Worker (CSW) reports to Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society including following Lookout’s Code of…
Added 58 mins ago
CB
Manager, Information Technology
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Castlegar, BC
- Full-time
Columbia Basin Trust is seeking a Manager, Information Technology, to join our team. This position is responsible for the operational oversight, planning and continuous improvement of the…
Added 1 hour ago
R
Data Engineering Manager
Relay
Remote, Canada
- $207,000 to $253,000 CAD / year
- Full-time
- Remote
You lead with context. You explain the problem, the metric and the business case before the architecture.
Added 1 hour ago
ST
Accounts Receivable Specialist
Sinclair Technologies
Aurora, ON
- $55,000 to $60,000 CAD / year
- Full-time
Candidates may choose to opt out from this review in which case their score will be listed as “Not Available”.

Henry Schein One UK

Software Support Specialist

Surrey, BC, Canada

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. · Full-time

Apply About employer

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Job details

Pay: 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.
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, troubleshooting common application issues, and resolving them at first contact when possible. Document troubleshooting and resolutions, communicate clearly with customers, and gather diagnostic details to route complex issues to the appropriate teams.

Requirements

Requires at least 3 years of experience in client-facing support for on-premises software, with experience working with enterprise database platforms. SQL select-query knowledge is preferred, along with strong customer communication, troubleshooting, critical-thinking, and problem-solving skills.

Skills

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

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
Application Support
SQL Select Queries
Enterprise Databases
Ticket Management
Case Triage
Service-Level Agreements
Knowledge Base
Customer Success
Engineering
Product
Logs
Screenshots
Steps to Reproduce
Configuration
Login and Access Issues
Known Defects
Workarounds
Workflow
Usability
Electronic Health Records
Dental Management Software
Data Investigation

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