Software Support Specialist: Customer Care & Troubleshooting

About You

You are an ambitious career-driven individual who is highly self-motivated and can work independently or collaboratively within the department. You have strong communication and interpersonal skills. You enjoy working in a fast-paced and changing environment. You will be confident in learning the software, building your knowledge and being able to talk confidently with our customers. You will develop relationships with our customers, be empathetic and work with them so they leave the conversation more knowledgeable than when they joined.

What you'll be doing

• Coaching customers through their queries relating to their software via different forms of communication (phone and online chat).
• Empathetically approaching customers questions and reassuring them you're able to help them.
• Professionally and politely encouraging our customers to adopt a self-serve approach by sharing the relevant Support Document with them to guide them to a solution whilst ensuring they know you are with them every step of the way.
• Troubleshoot any questions from our customers where the answer is not instantly obvious, using all resources available to you to achieve this.
• Empowering our customers to get the best of our software so they can deliver vital patient care and make their lives easier.

Your personal attributes

• Great communication and collaboration skills working with business stakeholders.
• Show initiative and ability to analyse situations with a level of technical expertise.
• Strong attention to detail.
• Highly organised.
• Ability to stay calm under pressure.
• Excellent verbal and written communication skills.
• Empathetic and authentic, approachable and friendly.
• Inquisitive and interested, able to identify problems and present solutions.
• Self-motivated and diligent, and self-aware of their own training requirements and happy to seek support and develop their own knowledge.

Diversity

All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We're making a difference every day and you can too.