HSOne are in the midst of exponential growth in 2022 and we are looking to bolster our team with the hire of a committed, cheerful and hard-working software support consultant.

We are looking for a Software Support Consultant with a customer service background. As a software support consultant, you will be a self-motivated individual who contributes to our vision of always delivering excellent service to our lovely customers.

Your passion to ensure that customers get the outcomes that they need, along with your problem-solving prowess will ensure that you succeed in this role. We’ll make sure that you are well-versed in our software by creating a bespoke training program for you. You will be supporting our ‘EXACT’ software suite, more info here: https://henryscheinone.com.au/exact/

Whilst the role doesn’t require any previous IT knowledge, knowing how to operate and navigate Windows machines is desirable.

Who we are

Henry Schein One provides leading online dental practice management software to thousands of dental professionals. We are shaping the future of how millions of patients interact with their dental practice. We aim to solve tough, real-world problems by continuously innovating in the product space. We are growing our team to allow us to deliver excellent service and support to our valued customers.

The way we work

On any given day, you will be tasked with answering 25-30 inbound calls from our delightful customers. When presented with a problem or an enquiry, you will connect remotely to the caller’s machine and use your training and knowledge to commence troubleshooting. You will have a solid team around you ready to assist should you run into trickier issues, along with an extremely comprehensive knowledge base for reference.

The first 2.5 weeks of your employment with us will be dedicated to training at your pace, in your own style. You will feel supported from day 1 and this trend will continue when you do start taking calls.

About you

You are highly self-motivated and can work independently or partner closely with other software support consultants to deliver outcomes. You are excited about delivering high-quality customer service and want to own each call and ticket, ensuring that your work is always done to a high standard. You have strong communication and interpersonal skills. You enjoy solving problems and like to challenge yourself by leaning more each day. You thrive in a collaborative team environment.

What you’ll be doing

• Answering inbound calls where you will be assisting customers with their enquiries
• Connecting remotely to customers’ machines, where you will be troubleshooting and finding solutions to their enquiries
• Logging tickets at the end of each call to describe the steps taken, along with any outcomes/follow-up actions required
• Collaborating with Software Support Specialists on tougher cases, and using this collaboration as an opportunity to learn
• Contributing to our continuous improvement process by sharing your ideas and feedback in team huddles
• Participating in regular training sessions relevant to processes and our software
• Developing relationships and working across the business to influence others in aiming for the best customer experience possible

Your skills

• 1 year+ experience in customer service
• Previous software support experience is desirable, but not required
• Solid communication skills – verbal and written
• Ability to navigate Windows machines
• MSOffice skills (chiefly MSWord)
• Ability to keep track of personal tickets and bookings

Your personal attributes

• Great communication and collaboration skills
• Independent, proactive, and able to deliver excellent results consistently
• Driven
• Empathetic and authentic
• Inquisitive and interested
• Self-motivated and diligent

Benefits we offer

• New offices - modern, well-equipped work environment
• Flexible working - Core hours 10am - 3pm can start early or late. WFH!
• Casual dress code and office environment
• Wellness and health benefits including insurance cover and more.
• Worldwide career progression opportunities
• Opportunity to work in a highly creative and dynamic work environment
• Equipment will be provided