Customer Support Analyst I
Customer Support Analyst I
Posted on :
26-04-2025
Employer Active
1 Vacancy
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Job Description
Meddbase A Cority Company is UKs leading online EHR SaaS solution designed for healthcare professionals seeking a secure practice management and patient record system. Itincludes a full suite ofhealthcare management softwarefeatures coveringconsultations crossorganization scheduling patient analysis document management electronic referrals pathologyandreporting.
The systemalsooffersauserfriendlypatient portalautomatedemail and SMS appointment reminders and abuiltin telemedicine platform with mobile app.
Position Overview:
As the first point of contact for customers this role is responsible for addressing and resolving basic technical and functional issues related to Meddbase software. The role involves working with more senior team members and Tier 2 support teams as needed to resolve customer issues while gaining product knowledge through training and handson experience.
This role requires daily initiative independent problemsolving and clear documentation of all client communications including steps taken to replicate issues investigations carried out and ticket updates. Youll resolve client issues within agreed SLAs and share findings to support team knowledge.
Strong interpersonal skills and the ability to explain system features in simple terms are essential along with a consistent focus on customer satisfaction. Most of your time will be spent handling client queries via email and telephone so excellent written and verbal communication is crucial.
Youll need to understand both frontend usage and backend platform configuration. Full training on the bespoke Meddbase system is provided but youll be expected to learn the platform thoroughly and support occasional client projects.
Key Responsibilities:
- Respond to incoming customer inquiries via phone or email ensuring a timely and accurate resolution of a variety of issues related to Meddbase software.
- Troubleshoot and assist clients with common technical problems such as login issues system errors and basic configuration questions.
- Log all customer support interactions in the customer support system including case details updates and resolutions.
- Provide consistent followup with customers ensuring they are informed of the status and progress of their case.
- Escalate more complex technical issues or bugs to the appropriate Tier 2 teams including Engineering and track progress until resolution.
- Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
- Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
- Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
- Ensure compliance with Meddbases information security policies and immediately report any securityrelated incidents.
- Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement.
Qualifications:
- A bachelors degree in communications business administration computer science information systems or a related discipline or an equivalent combination of education and experience. Experience in occupational health care or a related health field is a plus.
- Previous experience in a customer service or help desk role preferably within a software or technology environment.
- Strong analytical skills with the ability to assess issues identify root causes and provide effective solutions.
- Strong customer service orientation with excellent verbal and written communication skills.
- Basic understanding of software systems and the ability to quickly learn and apply technical information.
- Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fastpaced environment.
- Comfortable working with different software platforms (e.g. Salesforce or similar ticketing systems).
- Ability to work independently while also being a team player collaborating with peers and senior support staff as needed.
- A positive attitude and a desire to continuously learn and improve technical and problemsolving skills.
- Strong communication and written skills with the ability to translate technical requirements to nontechnical clients.
- Willingness to partake in some outofhours work or a rotating shift schedule including evenings weekends and holidays should this be required.
Desirable Skills:
- Experience in the healthcare industry.
- Experience using tools including Salesforce Jira Target Process and Rootly.
- Understanding of structured data formats such as XML HL7 JSON CSV as the role requires a basic level of scripting.
About Us
Medical Management Systems is an ISO 27001:2013 certified organization that adheres to NHS Data Security and Protection Toolkit (DSP Toolkit) standards and GDPR compliance. As part of your role you will be required to complete annual data security awareness training and follow company policies on secure information handling.
We are an equal opportunities employer. All applicants will be considered for employment without attention to race colour religion sex sexual orientation gender identity or disability status.
Required Experience:
IC
Employment Type
Full-Time
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