Customer Support Specialist

Chorley office / hybrid

**Mission**:
Working within our Pharmacy Software business, as a Customer Support Specialist you will provide technical support and remote/on-site training for their products and services. This includes, but not limited to; resolving technical issues and providing training as needed for our pharmacy customers; resolution of customer incidents and training support by means of Telephone, Remote / Dial In, On-Site.
** Main responsibilities**:

- To provide a friendly and professional service to our internal and external stakeholders at all times.
- To provide best practice advice to our customers, provide guidance to ensure effective use of our solutions.
- To ensure that all customer incidents are resolved in line with company timescales.
- To accurately record and maintain call management system records for all stakeholders.
- Maintain our Service Level Agreement (SLA) KPI’s through proactive management of individual and team calls, and an awareness of call waiting times.
- To manage customer incident progress, call backs and correspondence when required.
- To prioritise calls and incidents and escalate to the appropriate line manager when required.
- To provide support and guidance to customers throughout migration to CHS products, for example (but not limited to), the setup and configuration of **Pharmacy Manager** in line with the customer’s requirements
- To deliver training in a mix of formal (for example, classroom,), informal (for example, floor walking on-site at a pharmacy) or online (for example, Zoom/CentraStage) settings, to internal and external stakeholders.
- To deliver training in a consistent manner, utilising the documentation provided by the Lead Trainer, such as lesson plans, power point presentations etc.
- To work closely with key internal and external stakeholders to support the delivery and scheduling of training, for example, pro-active ‘check in’ calls with the customer as required.
- To continuously improve our services through evaluation; completing trainer sign off forms, capturing verbal feedback and making recommendations for improvement through the appropriate channels, for example to the Product Management team, or Lead Trainer.
- Attend regular upskilling sessions with the Lead Trainer to ensure product knowledge and training delivery skills are continually refined.
- To be a Subject Matter Expert for our Pharmacy product suite and the main point of contact for internal colleagues when ‘How do I’ type queries arise.

**Profil**:
**Skills and experience required.**

**Essential**:

- An ability to work comfortably under pressure and in partnership with team members to help resolve customer issues and questions
- Be able to prioritise, manage multiple incidents/calls and meet deadlines
- Excellent written and verbal communication skills, across all formal and informal stakeholder groups
- Holds a current full driving licence
- Prepared to travel as required by the business and willing to work outside normal office hours where customer requirements dictate

**Desirable**:

- Experience of training or presentation delivery would be preferable
- Would be willing to gain a nationally recognised training qualification
- Willingness to learn and desire for continuous learning and personal growth

**Compétences**:
Customer Service

IT

communication skills

technical support

IT support

service desk

help desk

training

call centre

support analyst

**Office Location and Useful info**:
We’re based in an open plan, purpose built office with parking on a business estate just on the outskirts of Leyland. We have the whole building, spread over two floors with a mostly open plan working environment. There’s lots of windows and natural light, it’s a calm, pleasant and friendly workplace, with a great canteen/break out space along with some outside space for those brighter dry days to eat outside or head for a walk. Leyland is famous as once being the home of one of the largest vehicle manufacturers in the UK; British Leyland - probably best known for their trucks and buses. There are several retail parks and leisure centres, the town centre also has a thriving market along with a mix of independent and well known chain stores. Leyland has great access to road links to Preston, Blackpool and Chorley, as well as the M6 and M58 if heading to Manchester, Liverpool or north towards Lancaster and The Lakes. Life at Cegedim Healthcare Solutions: We are passionate about technology and take great pride in producing innovative IT solutions that have a direct and positive impact on the UK health sector. We’re also a friendly, professional, highly skilled, hard-working and sociable team We hold regular work and social events, online and in person, to keep our teams up to date with what’s going on across our group, as well as various charity, sports or other interests/hobby related activities for those who wish to take part. We introduced innovation d