Customer Support Associate London, England
Job description
In a nutshell
Title: Customer Support Associate
Role: Providing technical support to our clients so that they can give the best possible learning experience to their clinical students or learners
Location: Remote (WFH)
Days/week: Full Time Monday to Friday with some scheduled late or split shifts to provide support for the US
The Who, What, Where, When & Why
We are looking for the right person to join our customer support desk. Providing first level technical support to our clients in the UK, the US and sometimes even further afield.
You’ll be a highly motivated self-starter, systematic and capable of using your initiative to achieve goals. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will also have an appreciation for technology and a desire to fix equipment when it is in need of repair. You are comfortable with taking on some scheduled late shifts.
You like variety, and enjoy meeting and connecting with people, embraces technology and the impact it can have and has a strong drive to succeed - we’ll take care of the rest and train you in everything you need to know.
Because of you, OMS will deliver more training, more quickly, and at a higher quality to those that need it, both on the front lines of healthcare and in healthcare education.
Ready to take the next step?
Who you are:
You love new technology especially VR and aren’t afraid to learn how it works and how to fix it
You are personable and empathetic - you’d enjoy connecting with team members and customers and helping them solve their problems
You are a fantastic communicator - able to build relationships with a broad range of people (clinicians, educators, developers, students to name but a few)
You have absolute attention to detail
You take care and pride in your work
You are super organised and love a process and to do lists
You are a self-starter able to motivate yourself and manage your time and workload effectively
You are cool under pressure and prefer to have several plates spinning at any one time
You are a team player - you share information quickly and work well with others
You love new technology and want to be part of a team using cutting edge tech for good
What you will be doing:
You’ll confidently run our support desk (including ticket moderation, ticket tagging, best practice guidance) in order to help our clients address any technical issues
You’ll troubleshoot and problem solve on issues as they arise escalating when needed, analyzing root causes, and offering step-by-step guidance to resolve issues.
You’ll ensure our clients get maximum impact from our platform by helping them use all the aspects and functionality within our products.
You’ll be taking part in a wide variety of activities that all contribute towards a good customer experience.
You’ll have active contact with our clients addressing and supporting their questions or concerns promptly, professionally and humanly.
You’ll help our clients with implementing our products in their institution (university, hospital etc) and provide on-going technical support for educators and students. You might create bespoke onboarding and support resources for them such as onboarding articles, PDFs and process descriptions, in-app Product Tours and checklists
You’ll document client-reported bugs and technical issues accurately, providing detailed information to our product team for swift resolution. You’ll also capture and share client feedback including suggested improvements
You’ll help identify the need for new materials, draft support articles and resources and create support videos and you’ll help us fill those gaps and build our support training library so we can assist our clients in a more effective way
You’ll help build, expand and maintain our Support Bot functionality.
You’ll proactively continue to build and develop your understanding of our products, of our clients and of the cutting edge technologies we use (this is our value of growth mindset in action)
About Oxford Medical Simulation
OMS helps health systems, hospitals, medical and nursing schools deliver training and assessment better, cheaper, faster and at scale.
Our award-winning simulation platform is transforming the way healthcare and educational institutions train, assess and recruit healthcare professionals. By combining cutting edge 3D visualisation with artificial intelligence and leading educational theory, OMS delivers all of the benefits of physical simulation whilst delivering significant savings and improving patient care.
Founded in 2017 and commercially launching the award-winning OMS Platform in late 2018, OMS has experienced rapid growth with deployments spanning more than 100 Healthcare institutions around the world including the NHS, NYU, Oxford, Health Education England and the world’s #1 pediatric hospital.
OMS was named in the Top 50 Tech Companies 2019 by Business Cloud and was a finalist in the Global VR Awards 2019 & 2020. We have also been shortlisted for the Go Tech Awards 2021.
Oxford Medical Simulation is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Oxford Medical Simulation is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
Who we are
We are Skiers / Boarders, Runners, Rowers, Pilots, Magicians, Weavers, Photographers, Game heroes, Movie Buffs, and every other variety of people. We are hard working. We are passionate about what we do. We care about the work. We care about each other. We care about pushing the envelope and we care about using our working lives to make the world a better place.
We value these behaviours above all:
Care & Pride - we take care and pride in everything we do
Growth mindset - we push the boundaries so we are adaptive, inventive and always learning
One Team - we are in it together, mucking in and supporting each other with humour and humility
Sound like you?
Essential
Comfortable and curious about finding solutions to technical challenges and kit issues
Great communication skills (written and verbal)
A proven interest in cutting edge technology (including how to fix it)
Previous experience in a technical support role (bonus points if this was in healthcare)
Attention to detail
Proactive and pragmatic
Ability to be cool under pressure
Technical support experience
Benefits
38 days annual leave (incl. Public holidays)
Private Medical Insurance
Flexible work environment - work from home/ remote first
Pension: 3% company and 5% individual contribution
£500 one-off office set up allowance
High specification work laptop and oculus headset
Enhanced maternity, paternity and adoption leave
