Technical Customer Support Representative

5 days ago

Guildford, United Kingdom Person Centred Software Ltd Full time

Joining as a senior member of our Customer Support Team, you will play a crucial role in providing high level technical support for our Electronic Medication Administration Record (eMAR) customers. You will be responsible for troubleshooting and investigating technical issues and bugs to resolve customer inquiries. Bringing experience in a technical support role, you will ensure a high level of customer support and understanding.


Check out the role overview below If you are confident you have got the right skills and experience, apply today.

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What you'll do:

  • Act as an escalation point for technical issues that require further investigation
  • Respond to customer inquiries, providing accurate technical assistance and guidance via email, phone, or chat.
  • Identify and troubleshoot technical issues reported by customers adhering to agreed service level agreements (SLAs).
  • Update customers on the status of their support ticket, including guidance on expected outcomes and potential workarounds
  • Collaborate with internal teams, such as product development, to improve product reliability and escalate high-priority issues to relevant management

What you'll bring:

  • Proven experience in technical support roles, preferably within the SaaS industry or software development environment
  • An understanding of software systems and how they work alongside the ability to troubleshoot complex software issues
  • Excellent communication skills with the ability to convey technical information clearly
  • A meticulous attention to detail and problem solving approach
  • Passionate about customer satisfaction and providing an excellent customer service
  • Ability to multitask and prioritise tasks effectively in a fast-paced environment.
  • Familiarity with customer support tools and ticketing systems (e.g., Zendesk, Freshdesk) is a bonus.

What we offer:

  • We are an official great to place to work Working at Person Centred Software | Great Place To Work® UK
  • The opportunity to work for a company who are making a real difference to the care sector through the use of innovative technology
  • As base salary of up to £35,000
  • Bonus scheme
  • 25 days holiday
  • Net zero pension scheme
  • Regular company updates
  • Additional perks including; cycle to work scheme, staff discounts portal and employee assistance programme

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