Software Support Implementation Representative
2 months ago
**Company**
- Craneware PLC
**Speciality**
- Technology
**Category**
- Permanent
**Location Country**
**Office Location**
- Edinburgh
**Additional Locations**
**Introduction to Craneware**
- Let’s transform the business of healthcare At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.- 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 the highest level, comprehensive customer service to ensure maximum customer value during the software/services implementation process with both new and existing customers.**You Will Be**
- Managing and resolving software queries via multiple inputs and outputs to maximise customer experience.
- Escalating complex issues to Implementation Analyst and/or Software Support Manager when appropriate, to ensure timely resolution of issues.
- Identifying customer needs for seamless software implementation, setting customers up for success with an eye to achieve long term solution usage.
- Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, sharing knowledge where applicable, with a view to improve processes for the SSR team.
- Managing allocation of customers to ensure customer satisfaction with software and services.
- 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 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.
- Identifying the most appropriate implementation model for customer, through discovery with customer and partnership with Customer Success teams and based on customer needs.
- Ensuring all new/updated customer configuration is documented in CRM.
**You Will Bring**
- 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 The Craneware Group’s domain, products and services
- Working knowledge of database principles, such as SQL.
- Customer success focus.
- Basic SQL knowledge to provide suitable solutions and troubleshoot scripts.
- Excellent risk assessment and 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 - willing to share/teach and open to learning.
- 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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