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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 top online EHR SaaS solution for healthcare professionals.
- Benefits: Enjoy a full-time role with opportunities for training and growth in a supportive environment.
- Why this job: Gain hands-on experience in tech support while making a real impact in healthcare.
- Qualifications: Bachelor’s degree or equivalent experience; customer service background preferred.
- Other info: ISO certified company committed 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 interviews.
✨Tip Number 2
Brush up on your communication skills, especially in a technical context. Practice explaining complex issues in simple terms, as this will be crucial when dealing with customers who may not have a technical background.
✨Tip Number 3
Gain some experience with customer support tools like Salesforce or Jira. If you haven't used them before, consider exploring their functionalities through online tutorials or demos to show that you're proactive and ready to hit the ground running.
✨Tip Number 4
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 help you tailor your approach during the application process.
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 experiences that demonstrate your ability to handle customer inquiries and resolve technical issues effectively. Show how your background aligns with Meddbase's mission.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Customer Support Analyst role.
How to prepare for a job interview at Cority
✨Know the Product Inside Out
Before your interview, take some time to familiarise yourself with Meddbase and its features. Understanding the software's functionalities will help you answer questions confidently and 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 or technical problems. Highlight your analytical skills and how you approach troubleshooting, 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 and written communication skills.
✨Demonstrate Your Team Spirit
Be ready to discuss how you work both independently and as part of a team. Share examples of collaboration with colleagues to resolve issues, as this will show that you can contribute positively to the team dynamic at Cority.
