AKITU ONE is a state-of-the-art cloud-based software developed in Canada through a collaboration between dentists and software developers. This creative software aims to address the growing and evolving needs of the dental industry in North America. By integrating the expertise of professionals from both fields, AKITU ONE offers a modern solution that enhances the day-to-day operations of dental practices.
About the Role We’re looking for a dedicated and experienced Level 3 Software Technical Support qualified to join our team in Oakville, ON. This full-time hybrid position combines remote flexibility with the opportunity to mentor and strengthen our Support Team.
In this position, you will lead by example—becoming an expert in Akitu One and ensuring our clients receive an exceptional customer service experience. You will act as a senior escalation point, mentor team members, and collaborate cross-functionally to continuously enhance our support operations.
Key Responsibilities You will be the subject matter expert in Akitu One
Respond to client calls and emails, resolving complex technical issues in a professional and timely manner
Oversee support ticket workflows and ensure efficient, accurate resolution
Coach and mentor team members to strengthen technical skills and service excellence
Develop and implement strategies to improve support processes and customer satisfaction
Maintain clear and consistent communication between clients and internal departments
Collaborate with the development team to troubleshoot, escalate, and resolve software issues
Stay current with software updates, product enhancements, and industry trends
Qualifications & Required Skills Strong background in Level 3 Customer Support and Customer Service
(1 year experience required)
Proven ability to resolve technical issues efficiently and accurately
Critical and analytical thinking to make decisions with both the client and thebusiness in mind
Excellent verbal and written communication skills
Demonstrated leadership and team management experience
(1 year experience required)
Direct frontline experience handling inbound calls and customer emails
Highly organized with strong prioritization and multitasking abilities
Flexible, self-motivated, and quick to learn new systems
Personable, patient, and professional demeanor
Experience in the software or dental industries is considered an asset
High School Diploma, G.E.D., or equivalent required