Customer Support Specialist (UK) United Kingdom
Job description
Who are we?
Nordhealth’s mission is to build software that improves the daily lives of healthcare professionals. We build software that empower veterinary and therapy professionals to provide the best possible care experiences to their patients. Our products are used daily by over 50,000 professionals in over 10,000 clinics and hospitals annually across 30+ countries with 17+ years of experience in healthcare and veterinary software.
We understand that talent comes from everywhere and anywhere. The greater our diversity, the better the products we deliver. That’s why we are a remote-first company, headquartered in Helsinki, Finland, with all ~400 employees working either remotely or from collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in our other markets too, especially in Europe and North America (more at our website nordhealth.com.)
About the role
We are here to create great healthcare products. That’s at our very core, but it’s the people who make companies great, not the other way around. We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression.
We’re looking for a satisfaction focused Customer Support Specialist to join our team to help our veterinary customers resolve issues and get the most from our Practice Management System, Provet Cloud. As a Customer Support Specialist, you’ll play a key role in assisting our customers by acting as their first point of contact via calls, emails and live chat enquiries. You'll have a passion for problem-solving by investigating and diagnosing non-technical issues and becoming an expert on our platform and the services we offer.
This role offers an exciting opportunity to progress and develop your career within the technology sector by working for a growing business with global reach. Ideally, you’ll have some experience working in a busy, customer service focused role and thrive in a fast paced environment where you can progress your skills and career.
This role will initially work UK business hours Monday to Friday 9-5pm but will transition to a shift role (4 on 4 off) by the end of 2023.
Your key responsibilities include:
Providing non-technical 1st level support for issues and incidents by responding to requests we receive via telephone, email and live chat in a professional, supportive and positive manner.
Ensuring accurate and complete information is captured and logged in our ticketing system Zendesk, while keeping our customers up-to-date on progress throughout.
Collaborating with your colleagues and other teams such as our technical support to deliver timely resolution of customer issues.
Carrying out initial troubleshooting on any issues received, ensuring all details are captured from the customer to ensure we fully understand the issue.
Become a product expert on the Provet Cloud platform and its services so that you can become a champion to help resolve customer queries and advise on best-practices.
What will help you to be successful in this role?
Ideally, you already have experience working in a customer related role with a passion to deliver the highest level of customer service. Maybe you also have already gained some experience from working in a fast growing, global SaaS company.
You're ambitious - we are 100% committed to creating career pathways for all our teams, and you’ll have the opportunity to learn and develop with a fast growing, global technology company.
You’re a great communicator – you’ll be the first point of contact for customers reporting incidents or requesting changes to their systems so we need people that aren’t afraid to pick up the phone to communicate simple, straightforward advice and recommendations.
You put the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.
You’re process driven – you’ll be triaging tickets coming through according to type and priority, so we need people who can follow the plan and get it right for our customers every time.
What’s in it for you?
At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Nordhealth operates in a rapidly changing healthcare field worldwide, and we are seeking colleagues who would be eager to be part of it.
In addition, we offer:
The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare!
Competitive compensation (£18-23,000 annual depending on your skills and professional background) plus benefits and 36 days holiday Including Bank Holidays
Possibility to work remote from anywhere in the UK - Nordhealth is a truly “remote first” company. We also support you with a Stipend to set up your home office for remote working.
Learning and professional growth opportunities
The tools you need, and enjoy using
Frequent company events and talented colleagues from around the world
If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you.
Apply now! Psssst. We will ask you to leave us a short video message with your application but don't be afraid, it's fun! We'll fill the position as soon as we find the right person.
