Job Posting

Tier 1 - Customer Support Agent

Posted: July 2, 2014

Expiring: July 31, 2014

Last Updated: July 02, 2014

Salary: $36,000.00 - $39,000.00/Annually

Job Type: Full-Time, Permanent

Language: English

Start Date of Employment (Approx.): As soon as possible

Minimum Education: Bachelor's Degree

Positions Available: 3

NOC Group: Customer Service, Information and Related Clerks (1453)

NOC Job Title: Customer Service Representative - Call Centre

Job Number: 154974

Job Location(s)

270-5489 Byrne Road
Burnaby, British Columbia
V5J 3J1 Canada

Job Description

Join the fastest growing, the number one paperless dental software company in Canada. We're looking for a talented candidate for the role of Tier 1 - Customer Support Agent, you will be part of the Customer Support team with an emphasis on collaboration and customer focus. You will be responsible for interacting with customers in dentistry that require a high quality of services.

Tier 1 - Customer Support Agents are experts in one or more line of dental software products while staying focused on providing a high quality customer experience. You will assume a combination of responsibilities working with our customers, Tier 2 - Customer Support and R&D to resolve software issues.


  • Assist customers remotely to troubleshoot, prioritize and take accountability to resolve software issues from beginning to end to maintain customer’s satisfaction and loyalty
  • Collaborate and communicate with Tier 2 - Customer Support and R&D team to ensure bug reports and feature requests presented by clients are addressed in a timely manner
  • Document problems handled, solutions provided and communications with customers in Sugar CRM system
  • Apply scripts, database updates, software fixes and upgrades on customer's computers as instructed
  • Create and publish solution knowledge for re-use by customers and PTI employees


  • Bachelor’s degree
  • Good on navigation skills around Microsoft Windows related workstations/ servers
  • Experience in customer service or call centre is preferred
  • Good telephone etiquette and polite communication; must be able to speak confidently in English and write well
  • Desire to learn soft skills and new technologies, and willing to coach, mentor and train peers throughout the organization.
  • Experience in dentistry is a plus
  • Microsoft SQL Server experience is a plus

In addition to the base salary, we also will provide a very competitive and comprehensive extended healthcare coverage. As well as annual bonus and flex time after 1 year of employment.

How to Apply

Expiring: July 31, 2014