2nd Tier Customer Support Analyst

Overview

2nd Tier Customer Support Analyst

Idox Health – Lilie
UK – Remote

About the role

The position of a 2nd Tier Customer Support Analyst is a critical role within Customer Services at Idox, dedicated to delivering exceptional technical support to Idox customers using the Lilie patient record software for sexual health. This role, as part of a specialised support team, requires a blend of technical expertise and interpersonal skills to effectively serve our clients.

Responsibilities

• Keep customers informed of incident updates through the Idox Customer Portal and by phone, using clear and concise communication.
• Promptly resolve issues via telephone interaction, with actions documented against the customer’s requests.
• Engage directly with customers to ensure seamless service delivery and collaborate with team members, including Implementation Specialists, Software Developers, and Sales Support.

Qualifications

• Fundamental proficiency in Client-Server applications and SQL database functionality.
• Familiarity with Microsoft Operating Systems and an understanding of supporting enterprise solutions within environments that adhere to clinical safety standards.
• Experience working in a role with robust processes and practices; ability to adhere to stringent standards, compliance, and governance.