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- Tasks: Be the first point of contact for customers, resolving technical issues with Meddbase software.
- Company: Join Meddbase, the UK's leading online EHR SaaS solution for healthcare professionals.
- Benefits: Enjoy a full-time role with opportunities for training and hands-on experience.
- Why this job: Gain valuable skills in customer support while contributing to healthcare innovation.
- Qualifications: Bachelor's degree or equivalent experience; customer service background preferred.
- Other info: ISO certified company with a commitment to data security and equal opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Join us as a Customer Support Analyst at Cority. About Meddbase, a Cority Company: Meddbase is the UK's leading online EHR SaaS solution, designed for healthcare professionals seeking a secure practice management and patient record system. It offers a comprehensive suite of healthcare management features, including consultations, scheduling, patient analysis, document management, electronic referrals, pathology, and reporting. The system also includes a patient portal, automated appointment reminders via email and SMS, and a telemedicine platform with a mobile app.
Position Overview: This role involves being the first point of contact for customers, addressing and resolving basic technical and functional issues related to Meddbase software. You will work with senior team members and Tier 2 support teams, gaining product knowledge through training and hands-on experience. You will need to demonstrate initiative, independent problem-solving, and maintain clear documentation of all client communications, including issue replication steps, investigations, and ticket updates. The goal is to resolve client issues within SLAs and share insights to support team knowledge.
Key Responsibilities:
- Respond promptly to customer inquiries via phone or email, ensuring accurate issue resolution.
- Assist clients with technical problems such as login issues, system errors, and configuration questions.
- Document all support interactions thoroughly in the support system.
- Follow up with customers regularly to keep them informed of case status.
- Escalate complex issues to Tier 2 teams and monitor progress.
- Collaborate with internal teams to resolve issues efficiently.
- Identify recurring issues and report patterns for further investigation.
- Adhere to support procedures and suggest process improvements.
- Comply with information security policies and report security incidents.
- Proactively suggest improvements and new ideas.
Qualifications:
- Bachelor's degree in relevant fields or equivalent experience; healthcare industry experience is a plus.
- Experience in customer service or help desk roles, preferably in software/tech environments.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both verbal and written.
- Basic understanding of software systems and quick learning ability.
- Organizational skills to prioritize tasks in a fast-paced setting.
- Experience with platforms like Salesforce, Jira, or similar.
- Ability to work independently and as part of a team.
- Positive attitude and eagerness to learn.
- Willingness to work out-of-hours or rotating shifts if needed.
- Experience in healthcare and familiarity with data formats like XML, HL7, JSON, CSV is beneficial.
About Us: Medical Management Systems is ISO 27001:2013 certified, adhering to NHS Data Security and GDPR standards. All employees must complete annual data security training and follow security policies. We are an equal opportunities employer.
Additional Details:
- Seniority level: Associate
- Employment type: Full-time
- Job function: Customer Service
- Industry: Software Development
Customer Support Analyst employer: Cority
Contact Detail:
Cority Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Familiarise yourself with Meddbase's software features and functionalities. Understanding the product inside out will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role during any interviews.
✨Tip Number 2
Brush up on your problem-solving skills by practising common technical issues that users might face. This could include login problems or configuration questions, as being able to troubleshoot these scenarios will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Meddbase or similar companies. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for interviews.
✨Tip Number 4
Showcase your communication skills by practicing clear and concise explanations of technical concepts. Being able to convey complex information simply is crucial in a customer support role, so consider role-playing scenarios with friends or family.
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and qualifications required for the Customer Support Analyst position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service or help desk roles, particularly in software or tech environments. Highlight any relevant skills such as problem-solving, communication, and familiarity with software systems.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your background and skills make you a great fit for the Customer Support Analyst position, especially your ability to handle technical issues and work independently.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer support role.
How to prepare for a job interview at Cority
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with Meddbase and its features. Understanding the software will not only help you answer questions confidently but also demonstrate your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your analytical skills and how you approached each problem, as this is crucial for a Customer Support Analyst.
✨Communicate Clearly and Effectively
Since excellent communication is key in this role, practice articulating your thoughts clearly. During the interview, ensure you listen carefully to questions and respond thoughtfully, showcasing your verbal communication skills.
✨Demonstrate Your Team Spirit
Be ready to discuss how you work within a team and collaborate with others. Share instances where you've contributed to team success or helped resolve conflicts, as teamwork is essential in a support environment.
