Customer Care & IT Support Specialist

To respond to our customers; GP Practices, Health Communities and others, who have an enquiry or query, in a professional, motivated and caring manner. To understand the enquiry or query, by utilising general & specialist product IT skills, and together with interpersonal, organisational and planning skills, achieve a swift and satisfactory conclusion.

To participate in the escalation of any issues reported to the Service Desk, and to generally assist colleagues in customer liaison and PR matters.

To manage the account call system within MTSD (our internal software program)

Main Purpose of Job

To respond to our customers; GP Practices, Health Communities and others, who have an enquiry or query, in a professional, motivated and caring manner. To understand the enquiry or query, by utilising general & specialist product IT skills, and together with interpersonal, organisational and planning skills, achieve a swift and satisfactory conclusion.

To participate in the escalation of any issues reported to the Service Desk, and to generally assist colleagues in customer liaison and PR matters.

To manage the account call system within MTSD (our internal software program)

Key Tasks

1. Monitor and triage a number of company email boxes and Service Centre allocated tasks where appropriate the post holder will action the enquiries themselves. If this isn’t possible, then the enquiry will be transferred on to the most appropriate person/team to ensure the customer enquiries are dealt with an in an efficient and effective fashion.

2. Coordinate with the training team with regards to confirmation of events and training sessions within the Training Teams calendar.

3. To be the named point of contact for company communications for customers as the go to person for more information about the product range and how they work.

4. To be the named point of contact for customer complaints. To resolve any complaints to ensure there is a satisfactory resolution for the customer. As part of this task may need involvement of senior managers and other departments.

5. To aid the release of new software packages by working with the Training and Deployment teams by liaising with customers on booking arrangements.

6. To carry out user acceptance testing when required.

7. To produce a weekly report on agreed quality standards to Strategic Manager.

8. To assist the company in making arrangements for company events such as user groups, workshops and training events.

9. Attend meetings within the post holder’s role such as User Groups and Fast Visits.

10. To produce service review reports on software roll outs as required.

11. Regularly contact customers to build relations and ensure they are not any unresolved issues.

12. To assist with any new migration activities for new practices.

Knowledge & Skills

The post holder should have a good general education with very good PC & “Microsoft Office” skills and have a background in IT.

He/she should be a team player withexcellent customer care and interpersonal skills who is articulate, self-motivated and possesses the ability to prioritise and deal with escalated queries. An understanding of our Clinical software would be an advantage, but training will be given.

Other Company benefits

• 28 Days annual leave (inc. Bank Holidays) increasing to 33, pro-rata.
• Pension scheme,
• Health Care Plans,
• Salary sacrifice bicycle schemes

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