At a Glance
- Tasks: Provide top-notch customer support and troubleshoot technical issues for our data capture solutions.
- Company: Join uMotif, a mission-driven tech company transforming clinical research.
- Benefits: Enjoy unlimited holiday, private health insurance, and remote work perks.
- Other info: Be part of a dynamic team that values innovation and teamwork.
- Why this job: Make a real impact by helping patients and clients with innovative technology.
- Qualifications: 3+ years in customer support and strong SQL skills required.
The predicted salary is between 30000 - 40000 £ per year.
The Role
uMotif’s Customer Support team is looking for a UK based Support Specialist who would be responsible for supporting customers during core UK business hours. The role is based remotely in the UK, although the current team is based in both the UK and US and covers the UK, European and US time zones. In this role, you will provide day to day technical and customer support for our data capture solutions. This includes being responsible for and triaging support tickets as they are received which can vary from assisting our users, making database data changes, producing data reports and extracts, investigating and solving technical issues and supporting your team and the wider business to provide an exceptional support service.
At the core of the role is the ability to interrogate, manage and update captured data using SQL/MYSQL whilst adhering to data privacy and regulated data management guidelines, so we ask for 3+ years of experience providing customer support with at least 2 years demonstrable SQL skills.
What will you do?
- Serve as the escalation point for support cases including overall triage.
- Help maintain and support our internal ticketing tools and communication channels.
- Investigate and resolve 1st, 2nd and some 3rd line support issues.
- Escalate complex 3rd line support issues if unable to resolve within the team.
- Ensure issues are responded to within predefined company SLAs.
- As a team provide continuous product support during core UK, Europe and US working hours.
- Work with our third party 1st line support vendor ensuring a seamless support service.
- Provide support to system users in multiple countries predominantly via email and our support ticketing system, with occasional client calls as needed.
- Build professional rapport with internal and external clients by demonstrating empathy and strong communication skills and clearly document all communication with system users.
- Follow up with customers to ensure full resolution, providing timely updates of progress along the way.
- Become proficient in core applications in the uMotif product suite and share this knowledge with all other internal cross-functional teams as necessary.
- Work in harmony with all business departments to ensure a complete support function.
- Promote good practice and contribute towards knowledge sharing and process documentation.
- Develop an understanding of customer processes and standard operating procedures.
- Gain knowledge of clinical research workflows to support understanding and context of customer questions.
- Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly.
- When a solution is not readily available, collaborate with other internal resources.
- Demonstrate responsiveness and sense of urgency in all customer interactions.
- Advocate for customers by tracking and communicating suggestions for software enhancements.
- Perform other job-related duties as assigned.
What you need to succeed
- Prior technical support experience is preferred, especially in healthcare, life sciences, clinical research or related fields.
- 3+ years of experience providing customer support with at least 2 years demonstrable SQL skills.
- Excellent verbal and written communication skills and the ability to work optimally in a remote team environment.
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends.
- Excited by firefighting and a real passion for solving technical problems.
- Experience working with and improving support ticketing systems, ideally Jira Service Management.
- Committed to working within a team that promotes the uMotif culture.
- Thrives in a fast-paced, dynamic environment.
- A team player who puts the success of the team first and is motivated by helping clients and finds satisfaction in helping to resolve the issues of others.
- A resourceful problem-solver who seeks out effective and efficient solutions.
- Strong time management skills and ability to effectively manage multiple priorities.
- Experience working within regulated environments, for example GDPR, GCP & HIPAA.
- Any exposure to the following would be a real bonus: Command Line, PHP, Python, CSS, HTML, XML, JSON, Javascript.
- Any experience with the following tools: Jira, AWS, Jira Service Management, Tableau, Slack, Gitlab, iOS & Android environments, MDM, Microsoft Office & GSuite.
Why uMotif?
- Unlimited paid holiday allowance after probation
- Contributory Salary Sacrifice pension
- Private Health Insurance via Vitality
- Simplyhealth cashback scheme
- 5x salary Life Insurance
- Full pay for the first 13 weeks of SMP during maternity leave
- Perkbox subscription
- Salary Sacrifice Cycle scheme
- Remote working
- Home office allowance
- WFH expense contribution
About us
Our Company uMotif’s mission is to put patients at the centre of research by building data capture solutions people love to use. Designed with patients for patients, the uMotif platform supports data capture for each phase of clinical research across all therapeutic areas. Over 22,000 participants use our applications to track and submit e-consent, symptom, eCOA, ePRO, and wearable device data. With expertise in engaging patients and fast deployments, we work with ten of the top twenty global pharmaceutical companies to power large real-world evidence (RWE) and virtual studies.
Our core values:
- Patients First - We care about patients and put them first; from our products to our business decisions.
- Teamwork - Through collaborating with and supporting each other, our customers, and our partners we succeed together.
- Innovation - We work innovatively to design, build, and deliver engaging technology.
Team uMotif are united in our belief that patient-centric thinking combined with beautiful technology and effective teamwork can truly change clinical research for the better. We search for mission-driven people who are not afraid to be challenged - who want to tackle demanding problems and embrace innovative ideas.
uMotif is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We want everyone at uMotif to be comfortable bringing their true self to work. That means acknowledging your personality, including the quirky bits, and bringing your interests, hopes, dreams, and even fears with you is fine, even if they don't seem relevant to your work.
Remote Customer Support Specialist in Barnsley employer: uMotif
uMotif is an exceptional employer that prioritises employee well-being and professional growth, offering unlimited paid holiday allowance, private health insurance, and a supportive remote work culture. With a commitment to innovation and teamwork, employees are encouraged to develop their skills in a dynamic environment while contributing to meaningful projects that enhance patient-centric research solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Support Specialist in Barnsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at uMotif. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like uMotif before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Support Specialist in Barnsley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to uMotif:Your cover letter is your chance to shine! Tell us why you want to work at uMotif specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at uMotif!
How to prepare for a job interview at uMotif
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
