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For Companies At a Glance
- Tasks: Help customers solve technical issues and ensure their systems run smoothly.
- Company: Join Clinical Computing, a leader in kidney care software, dedicated to improving patient outcomes.
- Benefits: Enjoy remote work, 25 days annual leave, profit share bonuses, and extensive training opportunities.
- Why this job: Make a real impact on customer satisfaction while working in a supportive and innovative environment.
- Qualifications: A degree in IT or related field, with strong problem-solving and communication skills required.
- Other info: Diversity is celebrated here; we welcome applicants from all backgrounds.
The predicted salary is between 25000 - 30000 £ per year.
This is a full-time, remote position and is offering an annual salary of £30,000 - £35,000 depending on experience.
Company Overview
Clinical Computing provides a web based Electronic Medical Records (EMR) solution called Clinicalvision, designed specifically for the renal market and the management of clinical records for CKD, ESRD and transplant patients. Clinical Computing is an ISO 13485 Medical Device certified organisation. Clinical Computing along with Mediqal H.I., its sister company in the UK, are both members of the Constellation Kidney Group.
Job Overview
To directly and positively impact revenue and customer satisfaction by assisting our customers with technical problems when using our products and services. Technical Customer Support Engineer responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionality. You will also be involved in the deployment of our EMR solutions at customer sites and via our Cloud offering. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software. Ultimately, you will help maintain our reputation as a company that offers excellent customer support.
Key Responsibilities
- Create raving fans of our customers (internal and external).
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Undertake activities in accordance with our ISO 13485 Medical Device Quality Management System.
- Diagnose and troubleshoot technical issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software development).
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritise and manage several open issues at one time.
- Follow up with clients to ensure their systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Develop and maintain excellent relationships with clients.
Qualifications Required
- Higher Education qualification (Degree, Diploma, etc) in Information Technology, Computer Science or a relevant field.
Experience Required
- Broad and extensive knowledge of software development processes and technologies.
- Strong experience of Microsoft Windows server and desktop operating systems.
- Excellent knowledge and experience of Microsoft SQL Server.
- Proven work experience as a Technical Support Engineer, Application Support Engineer or similar role.
- Ability to provide step-by-step technical help, both written and verbal.
- Ability to diagnose and troubleshoot technical issues.
- Excellent problem-solving and communication skills.
Desirable
- Experience of medical software.
- Knowledge of medical system interfaces, especially HL7 based interfaces.
- Experience and knowledge of deploying and supporting software solutions within the NHS.
- Experience with Java based applications.
- Experience of Report Writing using JasperSoft.
Suitable for someone who…
- Is highly organised, with attention to detail, producing highly accurate work.
- Can effectively prioritise and execute multiple pathways and responsibilities to a deadline.
- Can communicate ideas clearly and persuasively, in both written and oral forms.
What You Can Expect from Us
- 25 days’ annual leave (increasing with length of service) plus bank holidays.
- Company profit share bonus scheme.
- Annual salary reviews, based on individual performance.
- Professional Development by e-learning, and contribution to course with accredited certification.
- Enhanced Maternity and Paternity pay.
- Access to our retail discounts platform.
- Employee Assistance Programme with 24/7 support.
- Private Medical Insurance.
- Health Cash Plan.
- Life Assurance.
- Income Protection.
- Company Sick Pay.
- Purchase Holiday Scheme.
- Group Pension Scheme with salary sacrifice.
- Refer a Friend scheme.
- Cycle to Work scheme.
Training and Development
Our extensive online training library has a vast collection of courses to enhance your skillset and knowledge in many areas. You can access over 30,000 courses on a variety of topics to boost your performance.
This position does not meet the eligibility requirements for sponsorship under the Skilled Worker Route within the UK Visa and Immigration service’s Points Based System. Therefore, CCL will not be able to sponsor individuals who require permission to work to carry out this position.
Customer Technical Support Engineer employer: Constellation Kidney Group
Contact Detail:
Constellation Kidney Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the specific software and technologies mentioned in the job description, such as Microsoft SQL Server and help desk software. This knowledge will not only boost your confidence but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Research Clinical Computing and its products, especially the Clinicalvision EMR solution. Understanding their offerings and how they impact patient care will allow you to engage more meaningfully with potential interviewers and show that you're genuinely interested in their mission.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully resolved technical issues or provided excellent customer support. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easier for interviewers to see your problem-solving skills in action.
✨Tip Number 4
Network with current or former employees of Clinical Computing or similar companies. Engaging with them on platforms like LinkedIn can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
We think you need these skills to ace Customer Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Technical Support Engineer role. Emphasise your technical knowledge, problem-solving abilities, and any experience with help desk software.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and technology. Mention specific experiences where you've successfully resolved technical issues and how you can contribute to maintaining excellent customer relationships.
Showcase Relevant Skills: In your application, clearly outline your familiarity with Microsoft Windows server and desktop operating systems, as well as your experience with SQL Server. Highlight any previous roles that involved troubleshooting and diagnosing technical issues.
Demonstrate Communication Skills: Since communication is key in this role, provide examples in your application of how you've effectively communicated technical information to clients. This could be through written documentation or verbal explanations during support interactions.
How to prepare for a job interview at Constellation Kidney Group
✨Understand the Company and Its Products
Before your interview, take some time to research Clinical Computing and their EMR solution, Clinicalvision. Familiarise yourself with how it works, especially in relation to renal care, as this will show your genuine interest and help you answer questions more effectively.
✨Demonstrate Your Technical Skills
Be prepared to discuss your experience with Microsoft Windows server and desktop operating systems, as well as Microsoft SQL Server. You might be asked to troubleshoot a hypothetical technical issue, so brush up on your problem-solving skills and be ready to explain your thought process.
✨Showcase Your Communication Skills
As a Customer Technical Support Engineer, communication is key. Practice explaining complex technical concepts in simple terms. You may be asked to role-play a customer interaction, so think about how you would guide a client through troubleshooting steps clearly and patiently.
✨Prepare Questions for the Interviewers
Having thoughtful questions ready can set you apart from other candidates. Ask about the team dynamics, the challenges they face in customer support, or how they measure success in this role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
