Customer Support Specialist - Get Staffed
Customer Support Specialist
About Our Client
Our client is a dynamic company revolutionising the digital landscape for private healthcare professionals in the UK. They specialise in developing beautiful and intuitive medical software that streamlines complex tasks, enhances the efficiency of private medical practices, and provides a great patient experience.Their customers include cancer experts, consultants, surgeons, advanced nurse practitioners, physiotherapists, secretaries, and other medical staff who love using their platform daily to help them excel professionally.
Originally built as an internal tool by Dominic, a Software Developer (who still runs our client) and the son of a surgeon, the company has experienced strong growth through word-of-mouth referrals and dedication to helping customers succeed in private practice.
They have grown the customer base tenfold since March 2022
- a testament to the quality of their product
- and continue to grow with an exciting product roadmap into 2025.
From the beginning, they have grown through their excellent customer support.
No matter how big or small the query, their team is hands-on in working with customers to deliver prompt support, implement processes and deliver innovative solutions.As a result, they are further investing in their support team by bringing in another Customer Support Specialist to support their growing base of customers, assist with technical troubleshooting, provide training, and contribute further to the quality and depth of their service.
Role Overview
As a Customer Support Specialist, your primary responsibility will be to ensure customers receive prompt and comprehensive responses while going the extra mile with every interaction. Communicating with their customers is an opportunity to improve the partnership and working relationship.They take great pride in maintaining a two-hour SLA on support tickets with a first-response resolution rate goal of 75%, ensuring their customers receive replies efficiently and effectively.
Our client is looking for proactive and organised applicants who demonstrate strong technical aptitude and effective communication skills. Ideal candidates would approach support tickets with a structured and analytical mindset, ensuring thorough investigation, testing, and clear responses.They value individuals who can break down enquiries into individual questions, use available resources efficiently and document their thought processes and findings. Your ability to identify support trends and areas of improvement in their support documentation and internal knowledge base, test scenarios, and collaborate with colleagues to ask questions, resolve issues and share findings is crucial.
This role requires a commitment to continuous improvement and exceptional customer service. If you thrive on autonomy, are passionate about healthcare technology, and excel in a dynamic, growing team, please apply with a cover letter detailing why you are a good fit for this exciting opportunity.
This remote position is ideal for individuals passionate about contributing to a cutting-edge healthcare technology company. They have an office in Fulham if you want to work with the team; however, this is not mandatory.
Key Responsibilities- Responding efficiently and comprehensively to customer tickets via email (they use Enchant).
- Troubleshooting systematically to find practical solutions to a wide range of technical questions.
- Identifying customer needs, recommending appropriate solutions, and guiding their users through features and system functionalities.
- Updating their internal databases and assisting with writing content (such as user guides, video tutorials, etc.); they are big fans of Notion!
- Answering the support line telephone calls and making calls when necessary.
- Collaborating closely with the wider team to communicate support trends and frequently asked questions.
- A minimum of two years’ experience in a Customer Support or Technical Support role.
- The ability to plan and prioritise to meet SLA turnaround times.
- A keen interest in technology.
- Exceptional writing and communication skills.
- Strong attention to detail and a commitment to quality; excellence and proactivity are expected.
- Ability to work independently.
- Prior experience in healthcare technology or a related industry is a plus.
- Technical ability (HTML, CSS, JS, JSON data structures).
- Competitive salary in the range of £32k - 34k based on experience, plus a discretionary annual bonus.
- 25 days of paid holiday plus bank holidays.
- Everything you need to work effectively - a laptop/MacBook is a given, but if you need a second monitor, a desk or anything else, then they will arrange that for you.
- Fully remote position within 4 hours of UTC (if you are London-based, they have office space in Fulham and enjoy working together periodically).
If you would like to be part of this team, our client looks forward to hearing from you - please apply now by sending your CV and a Cover Letter.