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ABELDent Software Support Analyst One-year Contract, with option to renew Location: Burlington, Ontario ABELSoft Inc. is a dynamic and growth-oriented developer and marketer of medical and dental clinical & practice management software. The ABELDent Software Support Analyst plays a critical and integral role in driving customer happiness and delivering on our promise of industry-leading products and service. With exceptional listening skills, solid technical and product awareness and the ability to interact with customers with confidence and empathy, the Analyst manages, tracks and successfully resolves incoming queries. Using the telephone, email and remote connection to customer systems, a Support Analyst independently detects, investigates and troubleshoots software and technical support issues to each customer’s complete satisfaction making the customer experience pleasant and effortless. An Analyst can specialize in ABEL’s medical products, dental products, or both. What does it take to join our team? • Effective listening, probing and data-distillation skills to capture customer needs and requirements and accurately relay information • A caring, empathetic ear and well developed probing and analytical problem-solving capabilities • Experience working in a dental office with exposure to ABELDent practice management software • Software, hardware, and computer system concepts knowledge along with troubleshooting skills • Proficiency with Microsoft Windows Operating systems, Microsoft Office Applications and the ability to quickly become familiar and competent with ABELSoft proprietary software • Clear and effective English verbal and written communication skills • Great organization and administration skills to prioritize and accurately record all customer-related activities in a CRM • Regular attendance and punctuality; flexibility and availability to work extended hours as required • Good interpersonal communication working as part of a team, completing varied work assignments and assisting others in their work as required • Familiarity with general business and financial principles; degree or diploma in a technology field would be an asset! With these skills and qualities, you’ll be well on your way to meeting our goal of handling customer software/technical support calls with a first-contact resolution goal of 80%. You will also: • Quote for and bill support services as applicable consistently and accurately • Track the progress of your customer cases within the organization • Use your software quality assurance and documentation skills to identify common support issues and trends and be part of the solution Do you thrive on challenge and enjoy a dynamic team-based contact centre environment? Are you a self-motivated achiever who can produce consistent and reliable results in a fast paced environment? If so, and you meet the stated qualifications, please send your confidential resume, indicating your compensation requirements, to: Anthony Horvath ABELSoft Inc. 3310 South Service Road Burlington, ON L7N 3M6 Fax: (905) 333-3426 Email: AnthonyH@ABELSoft.com Diversity and equality are the foundation of all of our employment practices. We thank all applicants, however, only those under consideration will be contacted. No phone inquiries please. All applications will be held in confidence.