Software Customer Support Specialist

Job Responsibility:

Company description

Akitu is a rapidly growing company providing Dental Practice Management Software for dental clinics in Canada. With a core focus on innovation and mastering the user experience our software, Akitu One, brings a unique perspective for dentists to streamline their practice work.

The ideal candidate will be responsible for providing customer software and technical support as well as troubleshooting assistance to users of our software applications. This role requires a strong understanding of software systems, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical users.

As a Software Customer Support Specialist, you will be the first point of contact for users experiencing issues with our software, and you will work closely with our development team to resolve these issues promptly. Your primary goal will be to ensure that our users have a seamless and positive experience with our software. The ideal candidate will have a background in customer service, software support, and technical understanding. If you are passionate about helping customers and technology, we encourage you to apply for this role.

Primary Responsibilities

• Provide frontline support, answering inbound client calls and emails.
• Providing technical support and troubleshooting for software applications.
• Document and track issues in a ticketing system.
• Collaborate with the development team to resolve complex issues.
• Conduct software testing to identify and resolve issues.
• Provide training and guidance to users on software features and functionality.
• Participate in on-call support rotation as needed (Saturdays)
• Maintain a high level of customer satisfaction.
• Stay up-to-date with the latest software updates and industry trends.

Qualifications & Core Competencies:

• High School Diploma, G.E.D. or equivalent
• Direct frontline experience with inbound calls and customer emails
• High degree of organizational skills with the ability to prioritize and multi-task
• Excellent communication (verbal/written) and interpersonal skills
• Strong computer knowledge and data skills
• Flexible, self-motivated, and a quick learner
• Personable, patient and professional
• Dental experience is an asset, but not required
• Bilingual (French Speaking) would be an asset

Location: This is a hybrid working role with the potential to become full time in office.

Permanent position. Schedule: Monday to Friday, with Saturdays on rotation

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AKITU Inc.

Job Types: Full-time, Permanent

Pay: From $40,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Paid time off

Schedule:

• 8 hour shift

Application question(s):

• Are you able to reliably able to commute to Oakville or surrounding area?

Education:

• Secondary School (preferred)

Experience:

• SaaS: 1 year (preferred)
• Customer Service, Support & Client Services Occupations: 1 year (required)

Language:

• French (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: Hybrid remote in Oakville, ON