Customer Support Analyst

Egton Medical Information Systems; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Analyst, where you will be part of a dynamic team dedicated to enhancing healthcare technology. This role offers a unique opportunity to break into the tech industry while providing exceptional support to medical professionals across the UK. You will receive comprehensive training and gain valuable skills as you tackle a variety of customer queries related to our flagship software. If you are passionate about technology and committed to delivering quality service, this position is perfect for you. Your contributions will directly impact patient care and the future of healthcare services.

Qualifications

• Experience in a service support role is essential.
• Good understanding of Microsoft Office is required.

Responsibilities

• Provide technical support and resolve issues for medical professionals.
• Handle queries with effective customer service skills.

Skills

Customer Service Skills

Technical Support

Problem-Solving

Communication Skills

Time Management

Adaptability

Empathy

Education

Bootcamp in Technology

Experience in Service Support

Tools

Microsoft Office (Outlook, Word, Excel)

Ticketing System

Job description

Here at EMIS we are looking for CustomerSupport Analysts to come and join our customer-driven, diligent, and collaborative team on a permanent basis.

This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. If you have a passion for technology, completed a bootcamp, or have some experience in technical service support or customer support, we’d love to hear from you!

We will provide you with training on technical support and an abundance of great skills to support you in furthering your career here at EMIS.

Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support medical professionals across the UK, professionally diagnosing and resolving issues within our bespoke software.

Our Leeds support service team meets in the office twice weekly on Monday and Tuesday. We work on alternate weekly shift patterns, Monday to Friday, 8-4.30 PM then 9.30-6 PM, plus a requirement to work on-call 1 week out of 4.

What you’ll do

It may sound cliché, but here at EMIS we really do operate in a fast-paced and ever-changing environment, but we have fun along the way.

As a Support Analyst, we will be looking for you to work proactively with our customers to support a range of issues and queries across our flagship primary care product, EMIS Web.

This role will see you have plenty of variety as you will respond to queries that can range from technical advice to potential new user set up over the phone or via our ticketing system. You will be using multiple systems to support our customers, therefore we would look for you to have an understanding of Windows Office packages.

Other key responsibilities and accountabilities will include:

1. Handle all queries in a professional manner using effective customer service skills and concise written communication.
2. Diagnose and solve issues raised by our medical professionals using processes and knowledge gained from training.
3. Identify and escalate any issues that cannot be resolved to the Software Development and Product teams.

Who you’ll be

It is vital that you have experience in a service support role.

While we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate your ability to empathize, listen, and be patient to achieve the right outcome for our customers.

You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution-driven in your approach.

Other skills we are looking for you to demonstrate include:

1. Good understanding of Microsoft Office (Outlook, Word, Excel).
2. Ability to multi-task and manage your time effectively.
3. Adaptable to changing environments/situations/tasks.
4. Quick learner, confident in ability to pick up new systems and tools.
5. Motivated by customer outcomes and providing a quality service.

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient-centered, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organizations, and specialist services. Ranked in the top five Healthtech organizations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.

Equality, Diversity, and Inclusion

At EMIS, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of EMIS, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do.

EMIS is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.

About Us

We connect patients and healthcare professionals through integrated, groundbreaking technology, helping people live longer, healthier lives.