Product Support Specialist

3 weeks ago

Hemel Hempstead, Hertfordshire, United Kingdom NECSWS Full time
Job Description

Primary Objective of Role

The successful candidate will provide domain and application support to all users of NEC's Health Registry services, acting as the key point of contact for the implementation of Registries as a Service (RaaS) products. They will take ownership of the customer/user service support experience, complete key system administration tasks, and identify and drive Registry service improvements through innovation, documentation, and learning resources.

Main Responsibilities

This is a 12-month Fixed Term Contract (FTC) to support maternity cover with potential for a permanent role at the end of the fixed employment term. The Support Consultant role is an interesting hybrid of support, project, and service management, offering a fantastic opportunity for a career-minded individual to enhance their skills and experience.

The successful candidate will become an expert in our suite of registry applications and health registry domain knowledge, building relationships with internal and external stakeholders alike. They will be a customer-facing team member who owns the service support experience for our Registries users.

Key Responsibilities

  • Take full ownership of all service requests assigned to the Registry support queue, through to closure.
  • Resolution of requests is likely to require investigation, analysis, troubleshooting, and liaison with other teams.
  • Support the onboarding of healthcare organizations to the NEC Registry platform.
  • Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.
  • Implementation owner of Registries as a Service (RaaS) products.
  • Key contact point for customers.
  • Liaison with customers and internal stakeholders to ensure successful launch and ongoing service.
  • Ensure RaaS services are launched accurately to customer specification and within the required deadlines.
  • Complete all required system administration tasks vital to the provision of Registry products.
  • Continuously seek to identify service improvement opportunities which might benefit either the team, other teams, customers, users, or the Registry products.
  • Plan and drive improvements through to completion.
  • Contribute and own assigned tasks of the Registries Service Improvement Plan.

Requirements

  • Excellent communication skills.
  • Excellent customer service skills.
  • Highly self-motivated.
  • Highly organized.
  • Good problem-solving/issue investigation skills.
  • Attention to detail.
  • Ability to work as part of a team and on your own.
  • Ability to work under pressure.
  • Ability to manage and prioritize workload effectively.
  • To be able to work flexibly when required.
  • Proficient in Microsoft Office – especially Word/Excel/PowerPoint.

Benefits

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
  • 25 days paid holiday with the option to buy/sell.
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
  • A selection of flexible benefits to suit your individual needs.

Equal Opportunities Employer

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

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