This Job Vacancy has Expired!

SUPPORT

Posted on Jan 23, 2020 by Health Tech Start-Up

London, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time

Organisational Context

We are a Health software tech company based in Australia with plans to expand into UK and are looking for a London based team to expand our hospital and clinic operations.

Our mission is to focus on developing and servicing health IT products, and help the global population live longer with a higher quality of life.

Position Purpose

The Support Team will handle a range of issues coming into the business as well as delivering the highest level of support service to our clients.

Key Responsibilities

  • Contribute to a support knowledge base, FAQ's, workarounds, known issues
  • Deliver a professional support service to agrees client SLA's
  • Recommend remediation actions where SLA's are unlikely to have been met
  • Document known issues and bugs and their impact on the client base
  • Develop a working knowledge of the core business to ensure the appropriate level of support is provided to the client
  • Proactively resolve incidents
  • Troubleshoot, escalate and respond as appropriate to product support requests
  • Provide technical support and build successful working relationships with clients
  • Communicate effectively with other departments to enhance products and resolve customer issues
  • Analyse support data to identify trends and communicate actionable insights to product stakeholders and business development teams
  • Maintain a good technical knowledge of current digital trends
  • Collaborate with other departments to ensure that any new applications or changes are tested before deployment
  • Adhere compliance to ISO9000 and any future legislation

Experience/Knowledge Required

  • Experience in NHS or Healthcare, or in Electronic Patient Record systems preferred
  • Can demonstrate having provided outstanding levels of service
  • Extensive experience of supporting business critical applications and customer facing web applications
  • Management of complex systems integration projects within the NHS preferred
  • Demonstrable technical knowledge of LAMP stack'
  • Use of Atlassian products (JIRA, Confluence)

General Conditions

  • You may be asked for a DBS Check

Competencies

  • Ambassadorial attitude
  • Planning and organization skills
  • Target driven and meeting customer expectations
  • Strong team skills
  • Strong problem-solving skills
  • Strong communication skills (written, verbal, and presentation)
  • Ability to work with remote teams

PLEASE INCLUDE RECENT CV WITH YOUR APPLICATION

Reference: 831694252

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