Support and Services Team Lead

This is a hybrid position, working within a team that is based on the West Coast in British Columbia Canada.

About the Opportunity:

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 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.
Exan Software (Exan) has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, Exan’s products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premise products are well established with strong customer loyalty while our cloud product customer base is growing every year.
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 Analyst Team Lead to join our HSOne’s Dental Academic support team. As a frontline leader you will be responsible for the work and performance of a team of direct reports along with managing your own clients support cases. This role is an excellent opportunity for an individual who has excelled in a technical customer facing role and is looking to grow their people management skills. The successful candidate will have a demonstrated track record of building solid relationships with clients by providing them with an exceptional service experience, well-developed soft skills and a robust customer-centric attitude. Key deliverables include having a sense of urgency and ownership, and the need to provide accurate, timely solutions.
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 Technical Analyst Team Lead, you will embrace open communication and foster a flexible, high-performing environment.

Team Responsibilities

• Lead the work and coach performance of Technical Analyst direct reports
• Participate in hiring, terminations, and performance evaluations
• Handle onboarding and training of new hires
• Collect and report on meaningful metrics for your team’s work
• Monitor support queues and ensure sufficient schedule coverage for contracted service hours
• Handle escalations from team members and clients
• Help clear the path for their team members
• Manage customer expectations
• Actively assess mood and energy on the team and set a positive example
• Ability to speak fluently to ‘whys’ and annual team goals
• Facilitate engaging and regular career discussions with each direct report

Client Responsibilities

• Provide excellent front and back-end application technical support via phone, email, and support portal
• Provide technical support on the use and maintenance of our application to I.T. Personnel, Database Administrators, System Admins, and end-users
• Create, support, and debug SQL Queries, Packages, Procedures, Functions, Views, and Triggers
• Consistently deliver exceptional service experiences with clients
• Effectively manage and take ownership of a case queue
• Focus on capturing client needs, urgency, and issue details
• Replicate issues reported by clients and work with Quality Assurance and Development teams to deliver solutions
• Perform simple data management tasks for clients, including data correction, import, and manipulation
• Document actions taken on support incidents and logging resolutions in a clear and concise manner
• Create client-facing knowledge base articles from resolved support cases

Qualifications & Requirements

• 5 years experience in a client-facing technical support role
• A degree or diploma in a post-secondary technical program or related experience in supporting an application backend
• Experience with relational database platforms writing SQL Queries, Packages, Procedures, Functions, Views, and Triggers
• Knowledge of Database connections, table linking, formulas, groups, summaries, and parameters
• Exceptional customer-focused attitude, with strong verbal and written communication skills
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a high-pressure environment
Demonstrated experience coaching/training peers or direct reports and leading by example

We pride ourselves on fostering a flexible, high-performing culture that is inclusive and supports professional growth. Our team embraces ownership, transparency, communication and collaboration.

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