Customer Support Analyst I

Meddbase, A Cority Company is UK’s leading online EHR SaaS solution, designed for healthcare professionals seeking a secure practice management and patient record system. It includes a full suite of healthcare management software features covering consultations, cross-organization scheduling, patient analysis, document management, electronic referrals, pathology and reporting.

The system also offers a user-friendly patient portal, automated email and SMS appointment reminders, and a built-in telemedicine platform with mobile app.

Position Overview:

As the first point of contact for customers, this role is responsible for addressing and resolving basic technical and functional issues related to Meddbase software. The role involves working with more senior team members and Tier 2 support teams as needed to resolve customer issues, while gaining product knowledge through training and hands-on experience.

This role requires daily initiative, independent problem-solving, and clear documentation of all client communications, including steps taken to replicate issues, investigations carried out, and ticket updates. You’ll resolve client issues within agreed SLAs and share findings to support team knowledge.

Strong interpersonal skills and the ability to explain system features in simple terms are essential, along with a consistent focus on customer satisfaction. Most of your time will be spent handling client queries via email and telephone, so excellent written and verbal communication is crucial.

You’ll need to understand both front-end usage and back-end platform configuration. Full training on the bespoke Meddbase system is provided, but you’ll be expected to learn the platform thoroughly and support occasional client projects.

Key Responsibilities:

• Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of a variety of issues related to Meddbase software.
• Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.
• Log all customer support interactions in the customer support system, including case details, updates, and resolutions.
• Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case.
• Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.
• Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
• Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
• Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
• Ensure compliance with Meddbase's information security policies and immediately report any security-related incidents.
• Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement.

Qualifications:

• A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience. Experience in occupational health care or a related health field is a plus.
• Previous experience in a customer service or help desk role, preferably within a software or technology environment.
• Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.
• Strong customer service orientation with excellent verbal and written communication skills.
• Basic understanding of software systems and the ability to quickly learn and apply technical information.
• Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Comfortable working with different software platforms (e.g., Salesforce or similar ticketing systems).
• Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.
• A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.
• Strong communication and written skills with the ability to translate technical requirements to non-technical clients.
• Willingness to partake in some out-of-hours work or a rotating shift schedule, including evenings, weekends, and holidays, should this be required.

Desirable Skills:

• Experience in the healthcare industry.
• Experience using tools including Salesforce, Jira, Target Process and Rootly.
• Understanding of structured data formats, such as XML, HL7, JSON, CSV as the role requires a basic level of scripting.

About Us

Medical Management Systems is an ISO 27001:2013 certified organization that adheres to NHS Data Security and Protection Toolkit (DSP Toolkit) standards and GDPR compliance. As part of your role, you will be required to complete annual data security awareness training and follow company policies on secure information handling.

We are an equal opportunities employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, or disability status.