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 Role We’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 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 #J-18808-Ljbffr