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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, competitive salary, generous leave, and professional development 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 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 issues clearly and concisely. You might want to role-play scenarios where you troubleshoot a problem with a friend or family member to refine your approach.
✨Tip Number 3
Research Clinical Computing and the Constellation Kidney Group to understand their products and services better. Being knowledgeable about their mission and values can help you align your answers with what they are looking for in a candidate.
✨Tip Number 4
Network with current or former employees of Clinical Computing on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
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 troubleshooting 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 your understanding of the healthcare technology sector. Mention specific experiences where you've successfully resolved technical issues or improved customer satisfaction.
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 team members, both verbally and in writing.
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 techniques 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. During the interview, focus on how you can build trust with clients through clear and effective communication.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations, such as dealing with an unhappy customer or escalating an unresolved issue. Think of examples from your past experiences where you successfully navigated similar challenges and be ready to share those stories.
