Software Support Consultant - Melbourne, Australia - Henry Schein One

Henry Schein One

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

HSOne are in the midst of exponential growth in 2023 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.

Whilst the role doesn't require any previous IT knowledge, knowing how to operate and navigate Windows machines is desirable. This role will be based our of our

Blackburn, Melbourne office.

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.

Our Tech and Tools

Slack
Zendesk
Noble Systems (Call Suite)
MSTeams
MSOffice
Outlook
Bomgar
EXACT Dental Software

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/followup 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

What you'll be working on

Troubleshooting customer issues when they call our support hotline for assistance
Logging tickets for every inbound call, detailing steps taken during troubleshooting
Owning personal tickets assigned to you
Participating in ongoing projects
Working effectively with the leadership team, fellow support consultants and crossteam members

Your skills