Company description

Akitu is a rapidly growing company providing Dental Practice Management Software for dental clinics in Canada. With a core focus on innovation and mastering the user experience our software, Akitu One, brings a unique perspective for dentists to streamline their practice work.

Job description

As a Customer Support Team Leader, you will be the first point of contact for your team, leading, training and mentoring whilst overseeing all aspects of client communication, including data entry, answering the phone, outbound calling, receiving faxes and emails, writing documentation, providing training for clients and helping our clients to successfully and efficiently on-board Akitu One.

You will work closely with our development team to support Users who are experiencing issues with our software, to resolve these issues promptly.

Your primary goal will be to ensure that our users have a seamless and positive experience with our software. The ideal candidate will have a background in management or leadership role, customer service, software support, and technical understanding. If you are passionate about helping customers and technology, we encourage you to apply for this role.

Primary Responsibilities

• Provide mentorship, training and feedback to your team
• Oversee all operations of the Support Team
• Handling complex queries and escalations from clients
• Provide frontline support, answering inbound client calls and emails, greeting customers and provide excellent customer service for all questions or concerns
• Become an expert in Akitu One to professionally and efficiently assist your team and our clients
• Providing technical support and troubleshooting for software applications.
• Document and track issues in a ticketing system.
• Collaborate with the development team to resolve complex issues.
• Conduct software testing to identify and resolve issues.
• Provide training and guidance to users on software features and functionality
• Coordinating the support team schedule to ensure all hours of operation are covered, to include Saturdays (you will be required to work Saturdays on rotation)
• Maintain a high level of customer satisfaction.
• Stay up-to-date with the latest software updates and industry trends.

Qualifications & Core Competencies:

• High School Diploma, G.E.D. or equivalent
• Strong leadership/management skills
• Direct frontline experience with inbound calls and customer emails
• High degree of organizational skills with the ability to prioritize and multi-task
• Excellent communication (verbal/written) and interpersonal skills
• Strong computer knowledge and data skills
• Flexible, self-motivated, and a quick learner
• Personable, patient and professional
• Dental experience is an asset, but not required
• Bilingual (French Speaking) would be an asset

Location: This is a hybrid working role with the potential to become full time in office.

Permanent position.

Schedule: Monday to Friday, with Saturdays on rotation

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AKITU Inc.

Job Types: Full-time, Permanent