2nd Tier Customer Support Analyst

Idox Plc; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A healthcare technology firm is hiring a 2nd Tier Customer Support Analyst for remote work in the UK. This critical role involves providing technical assistance to clients using specialist software, ensuring compliance with clinical safety standards, and requires excellent communication skills. Ideal candidates will have technical expertise in client-server applications and SQL database functionality, alongside experience in customer service environments.

Qualifications

• Proficiency in Client-Server applications and SQL is essential.
• Familiarity with Microsoft OS and enterprise solutions is required.
• Experience in a compliance-oriented role is needed.

Responsibilities

• Keep customers updated on incidents via portal and phone.
• Resolve issues promptly through telephone interaction.
• Engage with customers for seamless service delivery.

Skills

Client-Server applications

SQL database functionality

Microsoft Operating Systems

Job description

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.