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Added 8 mins ago
SJ
Human Resources Business Partner, Non Acute
St. Joseph's Healthcare Hamilton
Dundas, PE · St. Joseph's Villa Dundas
- Full-time
Reporting to the Human Resources Manager, this position is responsible for executing HR strategies focused on talent management, workforce planning, employee engagement and employee and…
Added 9 mins ago
SJ
Clinical Nursing Extern
St. Joseph's Healthcare Hamilton
Hamilton, ON · Charlton Campus
- Part-time
…identified Health Professional and who reports to the unit manager. The Clinical Extern will practice in a manner consistent with the organizational Mission, Vision and Values in alignment…
Added 27 mins ago
DG
Project Manager, Civil
Dawson Group
Kamloops, BC
- Full-time
In this role you will be a valued member of Dawson Civil, working in the permanent full-time position of Project Manager, reporting to the Manager, Operations. The ideal candidate will work…
Added 48 mins ago
VS
Solutions Architect - Professional Services
Vena Solutions
Remote, Canada
- $106,250 to $143,750 CAD / year
- Full-time
- Remote
Serve as a trusted advisor and subject matter expert to customers in areas such as change management, business process design, process improvements and analytics
Added 48 mins ago
SD
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Shoppers Drug Mart
Burnaby, BC
- Full-time
Expert in assigned areas of product inventory, product placement and expiry dates
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Parksville, BC
- Part-time
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Whitehorse, YT
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Vancouver, BC
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Calgary, AB
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Lethbridge, AB
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Winnipeg, MB
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Red Deer, AB
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Calgary, AB
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Kitimat, BC
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Calgary, AB
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Gander, NL
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Medicine Hat, AB
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Merchandiser, Hourly Part Time Day
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Medicine Hat, AB
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Merchandiser, Hourly Full Time Day
Shoppers Drug Mart
Medicine Hat, AB
- Full-time
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Merchandiser, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Vancouver, BC
- Part-time
Expert in assigned areas of product inventory, product placement and expiry dates
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Merchandiser, Hourly Part Time Day
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Carstairs, AB
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Merchandiser, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Calgary, AB
- Part-time
Expert in assigned areas of product inventory, product placement and expiry dates
Added 48 mins ago
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Merchandiser, Hourly Full Time Day
Shoppers Drug Mart
Whitehorse, YT
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Expert in assigned areas of product inventory, product placement and expiry dates
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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

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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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