Customer Support Specialist

2 weeks ago

Leeds, United Kingdom Radar Healthcare Full time

**Be a part of something bigger...**
***:
**_Our Story_**:
At Radar Healthcare, we’re dedicated to improving patient safety by bringing together the expertise of healthcare professionals and the power of intuitive software. Our innovative platform has been developed in partnership with industry experts to ensure organisations always meet regulatory standards - making it easier than ever for healthcare providers to deliver top-quality care to their patients.

We’re on a mission to become a world-leading health-tech pioneer, and we know that we can only achieve this with the help of talented individuals like you. If you’re passionate about improving healthcare outcomes and want to work in a team of like-minded individuals, we invite you to join us on our journey.

**_
Our Values_**:
At Radar Healthcare, we are all proud of our values-led, open, supportive and inclusive culture. It's just as important that anyone joining our friendly team share the same values as us, to ensure we're all on the same page from day one, so we're looking for people who feel aligned to the following:
**Customer focused **with a **partnership** approach

**Open, honest **and** transparent**

**Innovative**

**Ethical, trustworthy **and** caring**

**_
Our People & Culture_**:
At Radar Healthcare, we understand and celebrate the fact that our people are our best assets We are proud to showcase our diverse and passionate talent that encapsulates our vision, purpose and values in our shared mission of innovation in healthcare. We’re an ambitious but caring team, and so supporting our colleagues and partners is always a top priority. Not to mention, we’re not all work and no play - we love getting together to celebrate our achievements together in various settings, whether it be our winter and summer socials, our people-led full company days, team get togethers or simply just interacting and supporting one another over coffee breaks either remotely or in person at our amazing Leeds office.

We're also super proud to be** Great Place to Work-Certified,** and recognised as one of the** 100 Top UK Workplaces in Tech 2023 **based on outstanding feedback directly from our team earlier this year, with 91% of the team agreeing that they "would strongly endorse my company to friends and family as a great place to work"

**The Opportunity**:
**_Radar Healthcare's new Customer Support Specialist_**:
At Radar Healthcare our Customer Experience Team is dedicated to delivering excellent service through an open, honest and transparent partnership approach. In advocating for our customers, we build close long-term relationships as we proactively support them throughout the whole customer lifecycle and beyond - consistently ensuring Radar Healthcare is factored into all future solution investigations.

We're looking for a detail-oriented Customer Support Specialist to join our growing team and take ownership of our customer-first approach in being the single point of contact for all inquiries related to the troubleshooting procedure. Practicing clear and effective communication, we’re looking for somebody who is proactive in keeping our customers updated on expected resolution times and the progress of their inquires.

If you're passionate about delivering exceptional and personalised support, helping our customers deliver safer outcomes and you're looking for a new opportunity in January 2024 - we'd love to hear from you

**_What you’ll be doing to make a difference:_**:

- **Logging **all calls, taking ownership of user problems, answering support queries and diagnosing software issues for external customers.
- **Assisting** with setting up and configuring Radar Healthcare software for new customers, working closely with the test team in relation to the testing of new features and improvers under the supervision of the Lead Tester.
- **Taking ownership **of customer issues, acting as the single point of contact for all inquiries related to the troubleshooting procedure, the expected resolution, and updates on the progress made.
- **Following a customer-first attitude** and leaving no stone unturned in giving customers the best possible experience.
- **Researching** all possible ways to troubleshoot problems as soon as a ticket is assigned and quickly resolving the issue.
- **Escalating **unresolved issues to relevant internal teams. Where there are issues that are highly technical, you will ensure that the problem is communicated to the right internal teams and that they take appropriate action to resolve it.
- **Collecting **prompt and accurate customer feedback - achieved by following up with the customer, finding out if the solution worked, and taking note of the customers suggestions on what can potentially improve their experience.
- **Documenting **knowledge as solution articles/help content so that the same problems don’t occur in the future.
- **Interacting **with customers pleasantly and emphatically, demonstrating great li

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