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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 with a commitment to quality and innovation.
- Benefits: Enjoy remote work, competitive salary, generous leave, and professional development opportunities.
- Why this job: Make a real impact on patient care while working in a supportive and inclusive environment.
- Qualifications: A degree in IT or related field and experience in technical support are essential.
- Other info: Be part of a diverse team that values creativity and offers extensive training resources.
The predicted salary is between 30000 - 35000 £ 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.
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
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.
Responsibilities
- 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
Desirable
Higher Education qualification (Degree, Diploma, etc) in Information Technology, Computer Science or a relevant field.
Experience Required
Essential
- 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 TechnicalSupport 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…
Highly organised, with attention to detail, producing highly accurate work. Ability to effectively prioritise and execute multiple pathways and responsibilities to a deadline. It is essential that you can communicate ideas clearly and persuasively, in both written and oral forms.
The Constellation Kidney Group
At the Constellation Kidney Group (CKG), our aim is to help improve the quality of life of patients and our clients by providing systems and services that make it easier to improve patient outcomes. By addressing the most critical and challenging needs of our client’s entire team in a manner that is responsive, open, and effective, Constellation Kidney Group builds confidence and satisfaction as a dependable partner.
CKG History
Constellation Kidney Group (CKG) formed in 2018 by the combination of QMS, Infian, Clinical Computing, and Mediqal Health Informatics as part of Constellation Software ( a publicly traded multinational from Toronto, Canada with over $10B in revenue. Constellation Kidney Group is recognised as the global leader and innovator of kidney care software. Our portfolio companies combined have over 125 years of experience providing specialised, mission-critical software and solutions to small and large providers in the kidney care industry throughout the world. Our team provides deep domain expertise and sets the standard for quality, service, and support.
As part of Constellation Software, the Constellation Kidney Group is backed by the best practices and support of a parent company dedicated to delivering mission critical software for life.
Diversity within the workplace
At CCL we are pleased to say we create a diverse and inclusive work environment. We are an equal-opportunity employer, and we actively encourage all individuals to express themselves and to achieve their full potential.
As a company, we continuously strive to outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, pregnancy, age, sexual orientation, and/or mental or physical disabilities.
If you have a disability, such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we will be happy to make reasonable adjustments to enable you to complete the process to your best ability.
By prioritising employee wellbeing, experience, recognition, and development, we are instrumental in attracting, nurturing, and retaining top talent that contributes to CCL’s success and growth. Apply now to be part of a team that offers career development opportunities and highly values innovation, creativity, responsiveness, and excellence in HR & OD practices.
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
Practice your communication skills, especially in explaining technical concepts in simple terms. Since the role involves guiding clients through troubleshooting, being able to convey information clearly will set you apart from other candidates.
✨Tip Number 3
Research Clinical Computing and its products, particularly the Clinicalvision EMR solution. Understanding their offerings and how they impact patient care will help you engage more effectively with potential interviewers and show your genuine interest in the company.
✨Tip Number 4
Network with current or former employees of Clinical Computing or similar companies. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying for the position.
We think you need these skills to ace Customer Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight 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 successfully resolved technical issues or improved customer satisfaction, and explain why you want to work for Clinical Computing.
Highlight Relevant Qualifications: Clearly list your educational background and any certifications related to Information Technology or Computer Science. If you have experience with medical software or SQL Server, make sure to include that as well.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated technical information to clients or colleagues. This could be through written documentation or verbal explanations.
How to prepare for a job interview at Constellation Kidney Group
✨Understand the Product
Familiarise yourself with Clinicalvision and its features. Knowing how the EMR solution works will help you answer technical questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully diagnosed and resolved technical issues. Highlight your thought process and the steps you took to reach a solution, as this is crucial for a Technical Support Engineer.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. As a Customer Technical Support Engineer, you'll need to guide clients through troubleshooting steps, so clear communication is key.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's products, team dynamics, and customer support processes. This shows your enthusiasm for the role and helps you assess if the company is the right fit for you.
