Customer Support Analyst

Cority; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Support Analyst to be the first point of contact for clients using their leading software solution. This role offers the opportunity to develop technical skills while providing essential support to healthcare professionals. You'll engage with customers to resolve issues, document interactions, and collaborate with teams to enhance service delivery. If you're passionate about customer service and eager to learn in a dynamic environment, this position is perfect for you. Join a forward-thinking company that values innovation and teamwork in the healthcare tech space.

Qualifications

• Bachelor’s degree or equivalent experience; healthcare experience is a plus.
• Experience in customer service or help desk roles in software environments.

Responsibilities

• Respond to customer inquiries via phone or email, ensuring accurate resolution.
• Document support interactions and follow up with customers on case status.

Skills

Customer Service

Problem-Solving

Communication Skills

Analytical Skills

Technical Support

Organizational Skills

Quick Learning Ability

Education

Bachelor’s degree in relevant fields

Tools

Salesforce

Jira

Job description

Join us as a Customer Support Analyst at Cority

Be among the first 25 applicants for this role, posted a week ago.

About Meddbase, a Cority Company: Meddbase is the UK's leading online EHR SaaS solution, designed for healthcare professionals seeking a secure practice management and patient record system. It offers a comprehensive suite of healthcare management features, including consultations, scheduling, patient analysis, document management, electronic referrals, pathology, and reporting. The system also includes a patient portal, automated appointment reminders via email and SMS, and a telemedicine platform with a mobile app.

Position Overview:

This role involves being the first point of contact for customers, addressing and resolving basic technical and functional issues related to Meddbase software. You will work with senior team members and Tier 2 support teams, gaining product knowledge through training and hands-on experience.

You will need to demonstrate initiative, independent problem-solving, and maintain clear documentation of all client communications, including issue replication steps, investigations, and ticket updates. The goal is to resolve client issues within SLAs and share insights to support team knowledge.

Key Responsibilities:

• Respond promptly to customer inquiries via phone or email, ensuring accurate issue resolution.
• Assist clients with technical problems such as login issues, system errors, and configuration questions.
• Document all support interactions thoroughly in the support system.
• Follow up with customers regularly to keep them informed of case status.
• Escalate complex issues to Tier 2 teams and monitor progress.
• Collaborate with internal teams to resolve issues efficiently.
• Identify recurring issues and report patterns for further investigation.
• Adhere to support procedures and suggest process improvements.
• Comply with information security policies and report security incidents.
• Proactively suggest improvements and new ideas.

Qualifications:

• Bachelor’s degree in relevant fields or equivalent experience; healthcare industry experience is a plus.
• Experience in customer service or help desk roles, preferably in software/tech environments.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Basic understanding of software systems and quick learning ability.
• Organizational skills to prioritize tasks in a fast-paced setting.
• Experience with platforms like Salesforce, Jira, or similar.
• Ability to work independently and as part of a team.
• Positive attitude and eagerness to learn.
• Willingness to work out-of-hours or rotating shifts if needed.
• Experience in healthcare and familiarity with data formats like XML, HL7, JSON, CSV is beneficial.

About Us:

Medical Management Systems is ISO 27001:2013 certified, adhering to NHS Data Security and GDPR standards. All employees must complete annual data security training and follow security policies.

We are an equal opportunities employer.

Additional Details:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industry: Software Development