Customer Service Representative
4 weeks ago
Established 13 years ago, our client started as a software company working exclusively with healthcare providers and they are transitioning to a tech-enabled management consultancy whilst retaining their systems.
This is an exciting opportunity to join a creative, talented and friendly team as a Customer Support Specialist, reporting to the Customer Support Manager. The ideal candidate will have excellent customer service skills, good IT skills, and a real passion for customer care.
Working Monday-Friday 9am-5pm, you will be part of a team that is all about Customer Experience, ensuring their clients get both the most meaningful and best outcomes from engaging with them. They believe that great technology can only excel where there are dedicated, collaborative human relationships in play and users have a strong voice.
Key Responsibilities- Respond to Queries from systems' end-users via Support System, Email, and Phone: Questions can range from technical support to advice on processes such as appraisals and job planning.
- Create and Maintain Support Materials (Internal Training Resources): Ensure the internal Customer Support Wiki is updated with relevant information and instructions for system use. Independently develop and maintain training materials for internal support staff to ensure that everyone is up to date with system changes and processes.
- Helpdesk Content, Support Videos and User Guides (external training resources): Independently create and update helpdesk articles, ensuring they are relevant and useful for users. Keep user guides and videos up-to-date to reflect system changes and improvements.
- Post-Support Follow-Up: After resolving issues, follow up with users to ensure their problems have been fully addressed and that they are satisfied with the support received.
- Proactive Client Outreach: Engage proactively with users, encouraging them to book advanced support or training sessions.
- Tech Support: When queries arise requiring involvement from the Software Development Team, liaise with the relevant people in the team to resolve the query, and ensure the user is kept informed and updated through clear explanations.
- Data Entry: During quieter periods, you will assist with entering patient feedback questionnaires into the system.
- Experience of using computers, particularly web browsers and the internet.
- Good standard of written and spoken English. Must be able to explain things in clear language and be accurate and swift when typing.
- Experience/knowledge of data protection and the importance of confidentiality when working with customer data is desirable but not essential as training will be given.
- Technical experience with software is useful but not essential as this is predominantly a customer support role, not a technical troubleshooting post.
- Above all, an interest in and enthusiasm for great customer service.
This role is Canterbury based, but may involve occasional travel to other offices and site visits.
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