Software Support Technician

Job Description

What you'll do 

• Resolve customer queries through phone and chat, using non-technical language to guide them clearly and confidently as they navigate our software products.
• Approach every interaction with empathy, listening carefully and reassuring customers that you’re there to help.
• Encourage and support customer independence by sharing relevant help articles and explaining how to use self serve resources effectively. serve resources effectively.‑
• Troubleshoot issues by gathering information, using available tools and documentation and applying logical problem solving to reach a resolution or clear next step.‑
• Empower customers to understand the software so they can work more effectively
• Maintain accurate, high quality notes to support smooth handovers and contribute to team knowledge. ‑quality notes to support smooth handovers and contribute to team knowledge.
• Collaborate with colleagues across Support and other teams when customer queries span multiple areas.
• Identify early where queries require escalation to 2nd line team, ensuring customer expectations are md in line with SLAs.

What you’ll bring with you

• Excellent communication skills, with the ability to explain information clearly and collaborate effectively with team members and stakeholders.
• The confidence to take initiative, analyse situations logically and apply a level of technical understanding to find solutions.
• A resilient and adaptable attitude, with the ability to stay motivated and effective when working through repetitive operational tasks.
• Strong attention to detail and a highly organised approach to managing your work.
• The ability to remain calm, composed and professional under pressure.
• A naturally empathetic, friendly and approachable manner so that customers feel supported.
• Curiosity and a problem solving mindset, with the ability to spot issues and propose practical solutions.‑solving mindset, with the ability to spot issues and propose practical solutions.

A self motivated, proactive approach to learning, aware of your own development needs and comfortable seeking support, training and knowledge to grow.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.