At a Glance
- Tasks: Provide top-notch technical support and advice to customers using our software.
- Company: Join Craneware PLC, a leader in healthcare software solutions.
- Benefits: Flexible hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real difference in healthcare while developing your skills in a supportive team.
- Qualifications: HND in computing or customer-facing experience; SQL knowledge is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future. If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.
The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.
As a Software Support Representative, you will deliver high‐quality technical support and trusted advice to customers, ensuring effective use of our software products and contributing to excellent customer satisfaction through timely resolution, training, and collaboration. This role operates on a ROTA schedule.
- 12.00pm to 8.00pm
- 2.00pm to 10.00pm
- 4.00pm to 12.00am
Your responsibilities will include:
- Managing and resolving customer software queries across phone, email, and remote support channels.
- Diagnosing and troubleshooting technical issues to deliver timely and effective solutions.
- Escalating complex or unresolved issues to Analysts or the Software Support Manager when required.
- Documenting cases, actions, and resolutions accurately within internal systems.
- Developing and maintaining strong working knowledge of all company software products.
- Completing remote software installations to ensure successful customer outcomes.
- Identifying customer training needs and coordinating or delivering training sessions.
- Collaborating with Customer Success and Customer Partnership teams to improve engagement and adoption.
- Contributing to continuous improvement initiatives, including process reviews and lean activities.
Qualifications:
- HND in a computing-related discipline or up to 2 years’ experience in a customer-facing role.
- Familiar with healthcare and The Craneware Group’s domain, products, and services.
- Basic knowledge of database principles, such as SQL.
- Basic SQL knowledge for solutions and troubleshooting.
- Expert troubleshooting skills.
- Effective problem-solving and information analysis.
- Excellent written and oral communication.
- Strong team player.
- Excellent customer service skills.
- High quality and accuracy in tasks.
- Effective time management.
- Proactive in volunteering for tasks.
Software Support Representative employer: Craneware
At Craneware PLC, we pride ourselves on being an exceptional employer, offering a dynamic and supportive work culture that fosters innovation and collaboration. Our flexible hybrid working model allows employees to balance their professional and personal lives while contributing to meaningful advancements in healthcare technology. With ample opportunities for growth and development within our dedicated team, joining us means becoming part of a mission-driven organisation that values your contributions and invests in your future.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Representative
✨Tip Number 1
Network like a pro! Reach out to current employees at Craneware on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Software Support Representative role.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Think of real-life examples where you’ve solved customer issues, as this will show you’re ready to tackle the challenges of the job.
✨Tip Number 3
Show your passion for healthcare! Research Craneware’s products and services, and be ready to discuss how you can contribute to improving customer satisfaction and engagement in the healthcare sector.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Craneware.
We think you need these skills to ace Software Support Representative
Some tips for your application 🫡
Show Your Passion for Innovation:When writing your application, let us see your enthusiasm for innovation and how it aligns with our mission at The Craneware Group. Share examples of how you've embraced new ideas or technologies in your previous roles.
Highlight Your Customer Service Skills:As a Software Support Representative, customer satisfaction is key. Make sure to emphasise your experience in customer-facing roles and any specific instances where you’ve gone above and beyond to help a customer.
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Craneware
✨Know Your Stuff
Make sure you have a solid understanding of the software products and services offered by The Craneware Group. Brush up on basic SQL principles and be ready to discuss how you would troubleshoot common issues. This shows that you're not just interested in the role, but also invested in their mission.
✨Showcase Your Customer Service Skills
As a Software Support Representative, your ability to communicate effectively is key. Prepare examples from your past experiences where you've successfully resolved customer queries or provided exceptional service. This will demonstrate your capability to handle the role's demands.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would approach diagnosing a technical issue or managing a difficult customer interaction. Practising these scenarios can help you articulate your thought process clearly.
✨Emphasise Team Collaboration
The role requires working closely with various teams, so highlight your teamwork experience. Share instances where you've collaborated with others to achieve a common goal, especially in a customer-facing context. This will show that you’re a great fit for their collaborative culture.
