Technical Support Analyst

This is a hybrid remote role, with one day in office, to facilitate brainstorming and team building. The office is located across from Guildford Mall, in Surrey, BC.

About the Opportunity:

Henry Schein One 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. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.

If you are looking for a growing career that makes a difference, come be part of our team today! We are looking for a Technical Support Analyst who is passionate about continuous learning, brings strong software support experience and adopts a collaborative approach to problem-solving. 

The successful candidate will have a demonstrated track record of building solid relationships with our clients by providing them with an exceptional service experience, well-developed soft skills and a robust customer-centric attitude will be key talents. Key deliverables include having a sense of urgency and ownership, and the need to provide accurate, timely solutions. The role is responsible for delivering technical support for our enterprise on-premise software by handling incoming support tickets, operational tasks, system configuration, and setup. 

At Exan, you will be part of a culture that embraces ownership, transparency, collaboration, and one that provides you with the opportunity to impact our company’s success directly. We foster an environment that is inclusive and supportive of personal and professional growth. As a support analyst, you will embrace open communication and foster a flexible, high-performing environment. 

Our Principles 

Our behavioral principles are the bedrock that our culture is built on: 

• Accountability for how we show up, taking ownership for solving problems and our career development 
• Working collaboratively with others towards shared goals 
• Acting with candor and integrity 
• Seeking to understand, learn and grow 
• Acting with urgency 

Responsibilities 

• Providing excellent technical support via phone, email, and support portal 
• Consistently delivering exceptional service experiences with clients 
• Effectively managing and taking ownership of a case queue 
• Consistently using active listening skills with a focus on capturing client needs, urgency, and issue details 
• Consistently using soft skills in both oral and written communication 
• Creating, maintaining, and debugging Crystal Reports 
• Creating well-written specifications and documentation for each Crystal Reports Project 
• Creating, supporting, and debugging SQL Queries, Packages, Procedures, Functions, Views, and Triggers 
• Replicating issues reported by clients and working with Quality Assurance and Development teams to deliver solutions 
• Performing simple data management tasks for clients, including data correction, import, and manipulation 
• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner 
• Creating client-facing knowledge base articles from resolved support cases 

Qualifications 

• Experience in a client-facing technical support role 
• A degree or diploma in a post-secondary technical program 
• Exceptional customer-focused attitude, with strong verbal and written communication skills 
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a high-pressure environment 
• Experience working with relational database platforms 
• 2+ years’ experience working with Crystal Reports 
• Knowledge of Database connections, table linking, formulas, groups, summaries, and parameters. 
• Strong SQL Query, Package, Procedure, Function, View, and Trigger writing skills. 

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