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Job description

Promatica Digital is a leading healthcare software provider. Our goal is to create solutions that genuinely help people working in the NHS and other healthcare organisations. We have delivered our software to hundreds of organisations across the NHS. These parties use our IT systems to facilitate safe and effective delivery of patient care.

We're looking for an enthusiastic and motivated Customer Support Representative to join our team

Customer Support Representative responsibilities include:

• Responding to customer queries in a timely and accurate way, via phone, email or chat
• Identifying customer needs and helping customers use specific features
• Analysing and reporting product defects

Job brief

Customer Support Representative responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Requirements and skills

• Experience as a Customer Support Representative or similar CS role
• Familiarity with the healthcare industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

Job Type: Full-time

Salary: From £20,000.00 per year

Benefits:

• Flexitime
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Work Location: Remote

Reference ID: PromaticaCSRJ0223