Customer Support Analyst

Job title:

Customer Support Analyst

Company

EMIS Group

Job description

Here at EMIS we are looking for a Customer Service Analyst to come and join our customer driven, diligent and collaborative team on a permanent basis.

With our technology product FourteenFish specifically tailored for different healthcare professionals, we’re supporting everyone from GPs, paramedics, nurses, and midwives to practice managers, trainees and appraisers.

Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support these medical professionals across UK professionally diagnosing and resolving issues within our bespoke software.

This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. This doesn’t mean we need you to have previous technology support experience, we can teach you that, but the roles will see you have a more technical focus and will provide you with an abundance of great skills to then support you in furthering your career here at EMIS.

This is a hybrid position, where you will join our Watford office 2 days per week. It allows us to get together and collaborate effectively as a team and enjoy some face-to-face interaction. There may also be a requirement to attend collaborative meetings in the Sailsbury office on an ad hoc basis.

You will also be required to travel for training purposes to our office in Sailsbury once per week during your initial 6-week training period.

What you’ll do

Everything you do makes an impact to our customers; therefore, we want you to provide an unrivalled customer experience.

The role is varied and will see you support our customers with a number of queries and problems, and you will be responsible for diagnosing issues, but more importantly resolving these.

Other key responsibilities and accountabilities will include:

• Handle all queries in a professional manner using effective customer service skills and concise written communication
• Diagnose & solve issues raised by our medical professionals using process and knowledge gained from training
• Identify and escalate any issues that cannot be resolved to the Software Development and Product teams.

Who you’ll be

It is vital that you have experience in a Customer Service role.

Whilst we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate to us your ability to empathise, listen and be patient to achieve the right outcome for our customers.

You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution driven in your approach.

Other skills we are looking for you to demonstrate include:

• Good understanding of Microsoft Office (Outlook, Word, Excel)
• Ability to multi-task and manage your time effectively
• Adaptable to changing environments/situations/tasks
• Quick learner, confident in ability to pick up new systems and tools
• Motivated by customer outcomes and providing a quality service

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Our vision is to be the leading provider of innovative healthcare technology that improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services.

Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five Healthtech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.

ED&I

At EMIS, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of EMIS, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do.

EMIS is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.

About Us

We connect patients and healthcare professionals through integrated, ground-breaking technology, helping people live longer, healthier lives.

Benefits

Values

We’re transformative

We’re
responsible

We’re
supportive

We’re collaborative

Expected salary

Location

Turnberry, South Ayrshire – Watford, Hertfordshire

Job date

Sun, 10 Mar 2024 05:43:54 GMT

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