Junior Customer Support Analyst

TribePost Ltd; Bishop's Stortford; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

An independent supplier of clinical IT solutions is seeking a Junior Customer Support Analyst to provide technical support to customers, primarily within the NHS. The role requires troubleshooting skills, excellent customer service, and collaboration with internal teams to resolve issues swiftly. A focus on delivering high-quality customer care in a fast-paced environment is essential. Full training will be provided, and proficiency in tools like Zendesk and SQL is valued.

Qualifications

• Experience providing 1st and 2nd line support of bespoke systems.
• Proficient in Microsoft Office.
• Ability to work under own initiative.

Responsibilities

• Provide remote technical support to our customer base via email, telephone, or video call.
• Analyse, identify and resolve application issues.
• Collaborate with internal colleagues to resolve customer issues.

Skills

Troubleshooting/problem solving

Analytical skills

Communication skills

Customer service

Attention to detail

Tools

Zendesk

SQL

Linux O/S

Windows Server

Job description

HD Clinical are recruiting for a Junior Customer Support Analyst. Check it out now!

Junior Customer Support Analyst

Location: Office based (option for hybrid once full training completed), Bishop’s Stortford, CM22
Salary: £25,000-£27,000 per annum, DOE + Benefits
Contract: Full Time, Permanent (35 hours/week)

About Us:

HD Clinical is a leading independent supplier of a clinical I.T. platform to the NHS and other care providers. Clinical areas include Cardiology, Endoscopy, Neurophysiology and Respiratory.

HD Clinical became part of the Nexus Group (a European-based healthcare software organisation) in 2024 significantly extending our software range and potential customer base

Role Overview:

The Customer Support Team provides direct contact and support to our wide range of customers, mostly within the NHS. You will use your specialist knowledge of the Company’s applications and software to resolve customer issues promptly, keeping them informed throughout the process. (Full training will be provided.)

A focus on providing excellent customer care and problem solving in a busy, high-pressure environment is essential as you will be working as part of a service desk team, logging and actioning issues through to resolution.

This role involves dealing directly with external customers but also requires the ability to work internally with colleagues including the software development team, product specialists and account managers to ensure customer issues are followed through to resolution.

Main Duties & Responsibilities:

• Analyse, identify and resolve application issues.
• Provide remote technical support to our customer base this could be via email, telephone or video call
• Accurately maintaining ticketing system (Zendesk) to ensure clear audit trail
• Working as part of a customer support team collaborating with colleagues internally to resolve customer issues.
• Providing specialist knowledge of HD Clinical applications and software (full training provided).
• Able to prioritise technical based issues.
• Escalating customer issues as required to ensure the company fulfils service level agreements

In addition to the above, the job holder is expected to follow all company policies and procedures.

Knowledge & Skills :

• Enthusiastic about technical challenges and keen to learn.
• Experience providing 1st and 2nd line support of bespoke systems.
• Troubleshooting/problem solving skills.
• Analytical skills.
• Proficient in Microsoft office.
• Passionate about providing excellent customer service.
• Organised with excellent attention to detail.
• Outstanding verbal communication skills face to face, telephone, and teams.
• Ability to work under own initiative.
• Ability to prioritise own workload based on issue prioritisation.

• Zendesk software.
• SQL.
• Linux O/S.
• Windows Server (All versions)
• Experience working with a variety of software platforms – from web based to mobile to desktop applications.
• Knowledge of GDPR and data protection

If you’re ready to excel in this dynamic role, click ‘APPLY’ to submit your CV today!

Registered Office: 36B Speirs Wharf, Port Dundas, Glasgow, G4 9TG

Company Reg No. - SC372990 | VAT Reg No. - GB986160980