AKITU ONE is a state-of-the-art cloud-based software developed in Canada through a collaboration between dentists and software developers. This innovative 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 RoleWe’re looking for a dedicated and experienced Level 3 Software Technical Support professional to join our team in Oakville, ON. This full-time hybrid position combines remote flexibility with the chance 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 ResponsibilitiesYou will be the subject matter expert in Akitu OneRespond to client calls and emails, resolving complex technical issues in a professional and timely mannerOversee support ticket workflows and ensure efficient,
accurate resolutionCoach and mentor team members to strengthen technical skills and service excellenceDevelop and implement strategies to improve support processes and customer satisfactionMaintain clear and consistent communication between clients and internal departmentsCollaborate with the development team to troubleshoot, escalate, and resolve software issuesStay current with software updates, product enhancements, and industry trendsQualifications & Required SkillsStrong background in Level 3 Customer Support and Customer Service(1 year experience required)Proven ability to resolve technical issues efficiently and accuratelyCritical and analytical thinking to make decisions with both the client and thebusiness in mindExcellent verbal and written communication skillsDemonstrated leadership and team management experience(1 year experience required)Direct frontline experience handling inbound calls and customer emailsHighly organized with solid prioritization and multitasking abilitiesFlexible, self-motivated, and quick to learn new systemsPersonable, patient, and professional demeanorExperience in the software or dental industries is considered an assetHigh School Diploma, G.E.D., or equivalent required#J-18808-Ljbffr