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Added 28 mins ago
NC
Automotive Parts Specialist
NAPA Canada
Valleyview, AB
- Full-time
Added 29 mins ago
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Digital Marketing Specialist, Email
Seequent
Vancouver, BC
- Full-time
The Digital Marketing Specialist, Email is responsible for coordinating, executing, and optimizing digital nurture and email marketing programs that support business objectives and customer…
Added 29 mins ago
AH
Health Information Management Professional I
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Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…certificate from a CCHIM approved Coding Refresher or Coding Specialist Program. Experience with Connect Care (EPIC) and 3M HDM abstacting system. Certified Coding and Classification…
Added 29 mins ago
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Spécialiste En Rapport Réglementaire
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Montreal, QC
- $30 to $33 CAD / hour
- Contract
Job Title: Regulatory Reporting Specialist Job Description
Added 47 mins ago
Sourcing & Material Specialist
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Added 59 mins ago
BC
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Toronto, ON
- Full-time
The IT Specialist is responsible for day-to-day end-user IT support and local technology operations for BYD Canada. The role is primarily hands-on, providing desktop support, device…
Added 59 mins ago
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Emergency Medicine Specialist
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- Full-time
Added 1 hour ago
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Sales Representative
Prime Communications Canada Inc
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- Up to $17.95 CAD / hour
- Full-time
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Added 1 hour ago
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Accounts Payable - Freight
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- $40,000 to $47,500 CAD / year
- Full-time
…your career in finance? Join our team as an Accounts Payable Specialist and embark on a journey of growth and learning in a supportive…
Added 1 hour ago
SN
Quality Improvement Specialist
Squamish Nation
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- $80,026 to $120,040 CAD / year
- Full-time
Join Ayás Mén̓men Child & Family Services as a Quality Improvement Specialist and help strengthen programs, services, and practices that support the wellness of Sḵwx̱wú7mesh children,…
Added 1 hour ago
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Senior Software QA Specialist – FortiGate Cloud
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Burnaby, BC
- Full-time
…everywhere. We are currently seeking a dynamic Senior Software QA Specialist to contribute to the success of our rapidly growing…
Added 1 hour ago
CO
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- Full-time
The position serves as backup to the Customer Service Manager and provides leadership to the Customer Experience Specialist.
Added 1 hour ago
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Model Risk Specialist
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Montreal, QC
- $50 to $60 CAD / hour
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Expressions of Interest | Vancouver, Perth, & London Mining Consultancy Positions
Orelogy Mine Consulting
Vancouver, BC
- Full-time
Orelogy is a specialist mining consultancy with global, multi-commodity expertise across both open pit and underground mining. With offices in Vancouver, Perth, & London, we deliver…
Added 1 hour ago
CP
Endpoint Specialist
Concert Properties
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- $70,000 to $90,000 USD / year
- Full-time
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Added 1 hour ago
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WAREHOUSE SUPERVISOR
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Added 1 hour ago
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Customer Fulfillment Specialist
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Added 1 hour ago
Customer Advisor - Hamilton Store
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Leading edge health and wellbeing support including wellbeing coaches and in-house Specialist Clinical Support.
Added 1 hour ago
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Talent Development Specialist
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- Full-time
As a Career/Talent Development Specialist, you won’t just support growth, you’ll help design the pathways that make it possible. This role is perfect for someone who is passionate about…
Added 1 hour ago
T
Bilingual (French) Application Support Specialist (Tier 2 Help Desk Support)
TEKsystems
Toronto, ON
- $30 to $40 CAD / hour
- Contract
Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides…
Added 1 hour ago
WC
(CAN) Associé de jour, rénovation
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- Contract
Build new counters using kit sheets provided by the Warehouse Associates as per the print provided by the Lead Specialist.
Added 1 hour ago
WC
(CAN) Associé de nuit, rénovation
Walmart Canada
Montreal, QC
- Contract
Build new counters using kit sheets provided by the Warehouse Associates as per the print provided by the Lead Specialist.
Added 1 hour ago
E
Technical Support Representative - Val D'Or Service
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- Full-time
Product application support, working with Product Specialist Team
Added 1 hour ago
E
Specialist, Product & Process
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- Full-time
Snag this opportunity as a Specialist, Product and Process with our Evo Car Share Team.

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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