Customer Support Analyst - greater london, england, United Kingdom

Customer Support Analyst at Cority

We are seeking a highly skilled Customer Support Analyst to join our team. As the first point of contact for customers, you will address and resolve basic technical and functional issues related to Meddbase software.

About the Role:

This is an exciting opportunity to work with a leading online EHR SaaS solution designed for healthcare professionals. You will work closely with senior team members and Tier 2 support teams to gain product knowledge through training and hands-on experience.

Key Responsibilities:

• Respond promptly to customer inquiries via phone or email, ensuring accurate issue resolution.
• Assist clients with technical problems such as login issues, system errors, and configuration questions.
• Document all support interactions thoroughly in the support system.
• Follow up with customers regularly to keep them informed of case status.
• Escalate complex issues to Tier 2 teams and monitor progress.
• Collaborate with internal teams to resolve issues efficiently.
• Identify recurring issues and report patterns for further investigation.
• Adhere to support procedures and suggest process improvements.
• Comply with information security policies and report security incidents.
• Proactively suggest improvements and new ideas.

Requirements:

• Bachelor's degree in relevant fields or equivalent experience; healthcare industry experience is a plus.
• Experience in customer service or help desk roles, preferably in software/tech environments.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Basic understanding of software systems and quick learning ability.
• Organizational skills to prioritize tasks in a fast-paced setting.
• Experience with platforms like Salesforce, Jira, or similar.
• Ability to work independently and as part of a team.
• Positive attitude and eagerness to learn.
• Willingness to work out-of-hours or rotating shifts if needed.
• Experience in healthcare and familiarity with data formats like XML, HL7, JSON, CSV is beneficial.

About Us:

Cority is an ISO 27001:2013 certified company, adhering to NHS Data Security and GDPR standards. All employees must complete annual data security training and follow security policies.

We are an equal opportunities employer.

Additional Details:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industry: Software Development