Technical Support Analyst - Jobs in Vancouver, BC

Job Description

About the Opportunity:At Exan - Henry Schein One, we are the leading provider of Academic-Dental software solutions in North America with clients located around the world. Our products enable educational institutions to train the next generation of dental professionals to deliver dental care to various markets, including the underserved and uninsured. Our core on-premises product is powering over 90% of the market, and our cloud product is targeted for 300% growth over the next 12 months. To continue building on our success, we are looking for a Technical Support Analyst who is passionate about continuous learning, brings strong software support experience and adopts a collaborative approach to problem-solving.You will have a demonstrated track record of building solid relationships with our clients by providing them with an exceptional service experience. Well-developed soft skills and a robust customer-centric attitude will be key talents, along with a proven track record of working within a customer service environment. A sense of urgency and ownership, and the need to provide accurate, timely solutions, will be critical deliverables. You will deliver technical support for our enterprise on-premise software by handling incoming support tickets, operational tasks, system configuration, and setup. You will also be responsible for the maintenance and creation of crystal reports for our clients, including well-written specifications and documentation for each project. Managing your workload efficiently and juggling multiple assignments with a sense of urgency, structure, and attention to detail will make you succeed in this role.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 support analyst, you will embrace open communication and foster a flexible, high-performing environment.Our PrinciplesOur behavioral principles are the bedrock that our culture is built on:

• Accountability for how we show up, taking ownership for solving problems and our career development
• Working collaboratively with others towards shared goals
• Acting with candor and integrity
• Seeking to understand, learn and grow
• Acting with urgency

Responsibilities

• Providing excellent technical support via phone, email, and support portal
• Consistently delivering exceptional service experiences with clients
• Effectively managing and taking ownership of a case queue
• Consistently using active listening skills with a focus on capturing client needs, urgency, and issue details
• Consistently using soft skills in both oral and written communication
• Creating, maintaining, and debugging Crystal Reports
• Creating well-written specifications and documentation for each Crystal Reports Project
• Creating, supporting, and debugging SQL Queries, Packages, Procedures, Functions, Views, and Triggers
• Replicating issues reported by clients and working with Quality Assurance and Development teams to deliver solutions
• Performing simple data management tasks for clients, including data correction, import, and manipulation
• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner
• Creating client-facing knowledge base articles from resolved support cases

Qualifications

• Experience in a client-facing technical support role
• A degree or diploma in a post-secondary technical program
• Exceptional customer-focused attitude, with strong verbal and written communication skills
• Demonstrated critical thinking, troubleshooting, and problem-solving abilities in a high-pressure environment
• Experience working with relational database platforms
• 2+ years’ experience working with Crystal Reports
• Knowledge of Database connections, table linking, formulas, groups, summaries, and parameters.
• Strong SQL Query, Package, Procedure, Function, View, and Trigger writing skills.

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