User Support Specialist
User Support Specialist
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Job Description
About the job
At Accurx the User Support team plays a critical role in helping our users from healthcare staff in GP practices and hospitals to patients themselves make the most of our products. Were on a mission to fix the broken communication in healthcare and your work here directly impacts the care received by millions across the UK.
This isnt your typical support role. As well as speaking directly with users via Intercom youll also have the opportunity to be assigned a specialism becoming the expert in a particular area of our product. Youll act as the bridge between our users the support team and our product team ensuring that user feedback is heard and that upcoming features and changes are well communicated and understood. This is a unique opportunity to gain experience working closely with a product team while continuing to deliver hands-on high-quality support to those who need it.
Your day to day tasks should you choose to accept this mission ...
Speaking to users and patients via Intercom offering clear empathetic and solution-focused support.
Becoming an expert in a designated area of the Accurx product acting as the go-to for both the User Support team and our Product team.
Collating and presenting user feedback helping shape the development of new features.
Preparing our internal teams and external users for upcoming product releases.
Helping us continuously improve the way we support users whether through better tooling clearer documentation or process improvements.
What The Team Say ...
Having the opportunity to work on the front line of the business and talk to our amazing users every day is such a great place to find yourself. Not only do we get showered with compliments about a fantastic product but when we fix any issues the users are having we make their day! Its an incredibly rewarding role with the opportunity to be an expert in all of Accurxs products. Sameera Sesay - User Support Manager
If you want to hear from some of our Accufolk about what its like to work for us take a look at a video from our 2024 summer conference!
Wed love to hear from you if...
Youre passionate about improving healthcare and want to make a real difference to peoples lives.
Youve got experience working in user or customer support especially with tools like Intercom Zendesk Freshdesk or other asynchronous chat platforms.
Youre curious and collaborative always looking to understand a problem fully and find the best way forward.
Youre confident in communicating with a range of people from GPs and receptionists to patients and product managers.
You enjoy learning new systems and are excited by the idea of becoming an expert in a fast-moving tech product.
Experience in a healthcare setting is a bonus but not essential were more interested in your mindset than your CV.
Additional Info:
This is a hybrid role youll be based in our Shoreditch office a minimum of three days per week with the flexibility to work remotely the remaining days.
Youll occasionally work evening or weekend shifts as part of a rota to help us maintain excellent support cover. Time off in lieu will be provided for any work outside of standard hours.
Youll report into one of our User Support Managers with opportunities for growth across both the Support team and wider company.
How You Work...
At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to:
Fix healthcare communication
Raise the bar
Be a driver not a passenger
Succeed together
Move with urgency
Be relentlessly resourceful
Embrace challenge
Check them out for more detail here!
What We Can Offer...
32000 - 42000 salary the value of 14500 share options
We are office first all accuFolk come to our office in Shoreditch at least 3 days per week with the option to work remotely 2 days a week. Read more about our policy here.
Allocated annual learning & development budget
Enhanced parental leave policy
Prayer meditation and breastfeeding room
Working abroad policy
We have our very own Chef! Free healthy breakfasts snacks and lunches will be provided with the occasional sweet treat!
And much more.
Like the sound of this role and want to know more about the company Heres more about us...
Were a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate.
Accurx is where conversations happen with and about patients. Our software helps doctors nurses pharmacists administrators and other professionals to seamlessly connect with both patients and each other.
Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals pharmacies care homes and the community.
Were passionate about staying close to our users which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs the difficulties they face with technologies and how we can help.
Head over to our main careers page to find out more about the team and our candidate hub.
You can also find out more about us on Medium LinkedIn and Twitter & Instagram.
Diversity & Inclusion
Accurx is committed to being an inclusive part of this were glad to accommodate candidates who need adjustments throughout the interview process.
Pre-employment Screening
All successful candidates are asked to complete a Basic DBS check along with other pre-employment checks (referencing & right to work). You can find more on our process here. If youd like to ask questions before you apply please email .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
