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For Companies At a Glance
- Tasks: Support users in healthcare via chat, gather feedback, and improve user experience.
- Company: Accurx is a fast-growing tech company revolutionising communication in healthcare.
- Benefits: Enjoy a £30,000 salary, share options, flexible perks, and free meals at the office.
- Why this job: Make a real impact on healthcare while developing your skills in a supportive environment.
- Qualifications: Experience in customer support and a passion for improving healthcare are essential.
- Other info: Hybrid role with opportunities for growth and a vibrant office culture.
The predicted salary is between 24000 - 42000 £ per year.
Overview
At Accurx, the User Support team plays a critical role in helping our users, from healthcare staff in GP practices and hospitals to patients themselves, make the most of our products. We’re on a mission to fix the broken communication in healthcare, and your work here directly impacts the care received by millions across the UK.
Your day to day tasks, should you choose to accept this mission …
- Speaking to users and patients via Intercom, offering clear, empathetic and solution-focused support.
- Collating and presenting user feedback, helping shape the development of new features.
- Helping us continuously improve the way we support users, whether through better tooling, clearer documentation, or process improvements.
- You’ll have the opportunity to progress into a User Support Specialist, where you\\u2019ll be assigned a specialism and become an expert in a particular area of our product. You\\u2019ll be the bridge between our users, the support team, and our product team, ensuring that user feedback is heard and that upcoming features and changes are communicated well and understood. This is a unique opportunity to gain experience working closely with a product team while continuing to deliver hands-on, high-quality support to those who need it.
What The Team Say …
Having the opportunity to work on the front line of the business and talk to our amazing users every day is such a great place to find yourself. Not only do we get showered with compliments about a fantastic product, but when we fix any issues users are having, we make their day! It\\u2019s an incredibly rewarding role with the opportunity to be an expert in all of Accurx\\u2019s products.
Sameera Sesay – User Support Manager
If you want to hear from some of our Accufolk about what it\\u2019s like to work for us, take a look at a video from our 2024 summer conference!
We\\u2019d love to hear from you if…
- You’re passionate about improving healthcare and want to make a real difference to people’s lives.
- You\\u2019ve got experience working in user or customer support, especially with tools like Intercom, Zendesk, Freshdesk or other asynchronous chat platforms.
- You\\u2019re curious and collaborative, always looking to understand a problem fully and find the best way forward.
- You\\u2019re confident in communicating with a range of people, from GPs and receptionists to patients and product managers.
- You enjoy learning new systems and are excited by the idea of becoming an expert in a fast-moving tech product.
- Experience in a healthcare setting is a bonus, but not essential, we\\u2019re more interested in your mindset than your CV.
Additional Info:
- This is a hybrid role, you\\u2019ll be based in our Shoreditch office a minimum of three days per week, with the flexibility to work remotely the remaining days.
- You\\u2019ll occasionally work evening or weekend shifts as part of a rota, to help us maintain excellent support cover. Time off in lieu will be provided for any work outside of standard hours.
- You\\u2019ll report into one of our User Support Managers, with opportunities for growth across both the Support team and wider company.
Interview Process
We have a three-stage interview process
- Step 1: A brief phone call with one of our friendly User Support Managers or a member of the talent team.
- Step 2: A short test to demonstrate your skills (this should take no longer than 30 minutes to complete.)
- Step 3: If successful, you will be invited to our office. This includes a product demonstration, an interview with the hiring managers, and a short live chat task.
Timeline
We\\u2019re aiming for a start date of Tuesday, September 30th. Please only apply if this can be accommodated.
How You Work…
At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to:
Fix healthcare communication
Raise the bar
Be a driver, not a passenger
Succeed together
Move with urgency
Be relentlessly resourceful
Embrace challenge
Check them out for more detail here!
What We Can Offer…
£30,000 salary + the value of £14,500 share options
Access to Happl – a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.
We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.
Allocated annual learning & development budget
Enhanced parental leave policy
Prayer, meditation and breastfeeding room
Working abroad policy
We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
And much more
Like the sound of this role and want to know more about the company? Here\\u2019s more about us…
We\\u2019re a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate. Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other.
Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community.
We\\u2019re passionate about staying close to our users, which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs, the difficulties they face with technologies and how we can help.
Head over to our main careers page to find out more about the team and our candidate hub.
You can also find out more about us on Medium, LinkedIn, Twitter & Instagram.
Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Accurx.
Diversity & Inclusion
Accurx is committed to being an inclusive employer. As part of this, we\\u2019re glad to accommodate candidates who need adjustments throughout the interview process.
Pre-employment Screening
All successful candidates are asked to complete a Basic DBS check along with other pre-employment checks (referencing & right to work). You can find more on our process here. If you’d like to ask questions before you apply please email jobs@accurx.com.
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User Support Agent employer: Accurx Limited.
Contact Detail:
Accurx Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land User Support Agent
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like Intercom and Zendesk. Having hands-on experience or even a basic understanding of these platforms will give you an edge during the interview process.
✨Tip Number 2
Research Accurx's products and their impact on healthcare communication. Being able to discuss how their software improves user experiences will show your genuine interest in the role and the company’s mission.
✨Tip Number 3
Prepare for the live chat task by practising common customer support scenarios. This will help you demonstrate your problem-solving skills and ability to communicate effectively under pressure.
✨Tip Number 4
Showcase your passion for improving healthcare during the interviews. Share any relevant experiences or insights that highlight your commitment to making a difference in people's lives through technology.
We think you need these skills to ace User Support Agent
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of a User Support Agent at Accurx. Tailor your application to highlight how your skills and experiences align with their mission to improve healthcare communication.
Showcase Relevant Experience: Emphasise any previous experience in user or customer support, particularly with tools like Intercom or Zendesk. Provide specific examples of how you've successfully resolved user issues or contributed to improving support processes.
Express Your Passion: In your cover letter or personal statement, convey your enthusiasm for improving healthcare and making a difference in people's lives. Mention any relevant experiences that fuelled this passion, as Accurx values candidates who are genuinely committed to their mission.
Prepare for the Interview Process: Familiarise yourself with the three-stage interview process outlined by Accurx. Be ready to discuss your skills during the short test and prepare for the live chat task by practising clear and empathetic communication, as these are key aspects of the role.
How to prepare for a job interview at Accurx Limited.
✨Understand the Company Mission
Before your interview, take some time to research Accurx and its mission to improve healthcare communication. Being able to articulate how you align with their goals will show your passion for the role and the impact it has on users.
✨Familiarise Yourself with Support Tools
Since experience with tools like Intercom is a plus, make sure you understand how these platforms work. If you have prior experience, be ready to discuss specific situations where you effectively used these tools to support users.
✨Prepare for User Scenarios
Think of common user issues that might arise in a healthcare setting and prepare your approach to resolving them. Demonstrating your problem-solving skills and empathy during the interview will be crucial.
✨Show Your Curiosity and Collaborative Spirit
Accurx values curiosity and collaboration. Be prepared to discuss examples from your past experiences where you worked as part of a team to solve problems or improve processes, highlighting your willingness to learn and adapt.