Software Support Representative
2 weeks ago
Company
- Craneware PLC
Speciality
- Technology
Category
- Permanent
Location Country
Office Location
- Edinburgh
Additional Locations
Introduction to CranewareTogether, nearly half of registered US hospitals are now our customers.**Our products impact:
- More than 2,000 U.S. hospitals and health systems
- Almost 10,000 clinics and retail pharmacies
- Customers operating with a financial impact of nearly half a trillion dollars
- Data sets from customers covering more than 150 million unique patients
The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.
The Team
- Our Software Support team provides a comprehensive customer solutions service offering credible and knowledgeable advice and solutions on a wide range of issues related to The Craneware Group's products.
You Will Be - Managing and resolve software queries via multiple sources to maximise customer satisfaction.
- Escalating complex issues to Analyst team and/or Software Support Manager when appropriate, to ensure timely resolution of issues.
- Identifying customer training needs, and organise training sessions, to improve customer software knowledge.
- Facilitating introductions to assigned Customer Care Partner/Account Executive to maximise customer engagement
- Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, with a view to improve processes for the SSR team.
- Identifying potential customer references and success stories through relationship building, to help promote The Craneware Group's software.
- Developing and maintaining a thorough knowledge of all The Craneware Group's products, with a view to sharing knowledge in the team.
- Completing remote installations on all software products for colleagues and customers, to end user satisfaction.
- Contributing to continuous improvement via 3Cs and involvement in departmental lean processes
You Will Bring
Qualification/Experience
- Educated to HND level in a computing related discipline or up to 2 years' experience in a customer facing environment
- Fully conversant in aspects of healthcare and in The Craneware Group's domain, products and services
- Working knowledge of database principles, such as SQL
Skills:
- Basic SQL knowledge to provide suitable solutions and troubleshoot scripts
- Expert troubleshooting skills
- Identifies and resolves problems in a timely manner
- Gather and analyses information skilfully
- Manages difficult customer situations effectively
- Excellent written and oral communication
- Excellent team player
- Ability to listen and respond to customer needs, providing an excellent level of customer service at all times
- Demonstrates quality and accuracy in assigned tasks
- Effective time management
- Volunteers readily for tasks
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