Software Support Analyst

Although there are no current openings for this role, it is a position for which we frequently recruit. We will be in touch when an opportunity arises.

ABELSoft Inc. is a dynamic and growth-oriented developer and marketer of medical and dental software. Our team of Software Support Analysts provides the highest quality of professional technical telephone support to our valued customers. We are known for our reliability, empathy and technical expertise in making the customer experience pleasant and effortless.

What does it take to join our team?

• The ability to listen and understand customer needs and requirements
• A caring, empathetic ear and well developed probing and problem-solving techniques
• Advanced hardware, software and computer system concepts knowledge and troubleshooting skills usually developed through 2 years' experience in a help-desk environment
• Proficiency with MS Windows Operating systems and MS Office Applications and the ability to quickly become familiar and competent with ABELSoft proprietary software
• Clear and effective English communication skills. French skills would be a clear asset
• Great organization and administration skills to prioritize and accurately record all customer-related activities in a CRM
• Familiarity with general business and financial principles; familiarity with dental office procedures would be great!

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 tickets within the organization
• Use your software QA 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 on demanding schedules? If so, and you meet the stated qualifications, we would like to hear from you.