Customer Support Officer

Join Our Mission to Transform Healthcare with Innovative Solutions!

Do you have a passion for healthcare and a knack for delivering exceptional customer support? We are seeking a dedicated Customer Support Officer to join our team and help healthcare providers improve efficiency, accuracy, and patient outcomes through cutting-edge point-of-care systems and software solutions.

About Us

We are a trusted provider of mobile point-of-care systems and software solutions tailored for critical care environments, including operating theatres, cardiac catheterization labs, day surgery, endoscopy, and interventional radiology. Our flagship product, h-trak, bridges the gap between clinical care and hospital administration, supporting inventory management, purchasing, billing, and reporting functions.

The Role

As a Customer Support Officer, you'll play a pivotal role in ensuring seamless implementation and ongoing support of our h-trak system for healthcare clients. You'll collaborate with suppliers, project managers, and hospital staff to build and maintain data, resolve issues, and deliver top-notch customer service.

Key Responsibilities

Customer Support

Act as the first point of contact for all customer requestsManage customer support software (Freshdesk) to handle tickets efficiently and within agreed timeframesProvide onsite customer support, including refresher training, guidance, and adviceCollaborate with suppliers to obtain accurate product information for clientsLoad, validate, and maintain product data in the h-trak systemMonitor customer usage of h-trak, providing insights and flagging areas for improvementSet up customer login accounts and deliver weekly/monthly reports

Project Support

Assist project managers with onsite support during implementations, including data setup, training, acceptance testing, and go-live activitiesUpload and maintain customer-specific profiles, including product, procedure, and staff dataSupport data profiling tasks associated with implementations and ongoing client needs

Additional Responsibilities

Provide cover for colleagues during leaveAssist other Customer Support Officers as neededHandle ad-hoc tasks to support the team and enhance customer satisfaction

What We're Looking For

Experience: Previous experience in an IT service environment is essentialSkills: Proficiency in Microsoft Excel (intermediate level preferred), exceptional verbal and written communication skills, and the ability to analyze and resolve data issues effectivelyAttributes: A team player with strong initiative, excellent customer service skills, and a solution-focused mindset

What We Offer

A competitive salary based on experience (£27,500-£30,000)A collaborative and supportive work environmentThe opportunity to make a meaningful impact on the healthcare industry

Important Information

Please note that we are not able to sponsor work visas. Applicants must have the right to work in the UK at the time of application.

Ready to Join Us?

If you're ready to take on this exciting role and help revolutionize healthcare delivery, apply today! Submit your CV and a cover letter outlining your experience and suitability for the role.