Software Support Customer Advisor - Bristol, United Kingdom - Rise HR Ltd

Rise HR Ltd

Verified Company

Bristol, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:
Our client Titan is a pioneering healthcare development Company with interests in health-tech, pharmacy and local healthcare.

Role and responsibilities:
This role offers direct support and technical assistance to customers who are using Titan PMR.

The prime focus is to provide initial troubleshooting of the issue reported and escalate through appropriate channels if the initial fix cannot be offered.

Qualifying and documenting the problems raised by the customers. Where appropriate, use Zendesk screen connect portal, to conduct a more thorough troubleshooting of a customer's reported issue.
Progressing complex queries to a senior squad member team where appropriate.
Being responsible for answering all incoming calls within designated business hours.
Follow processes and procedures set out by the company.
Ensure to carry out tasks that are within squad's remit only, unless agreed otherwise with the line management.
Follow up on outstanding queries.
Provide customers with timely updates on the progress of raised queries.

Type of customer query:

Unexpected behaviour within our Titan software
User understanding about how a certain software feature works
Signposting
Gathering information about software bugs for diagnostic purposes

Behavioural competencies we expect:

Able to meet and exceed team and individual Key performance indicators.
Act in a professional and understanding manner when dealing with the customers.
Able to take ownership of problems and see them through to resolution
Strong interpersonal skills. Excellent verbal, written and communication skills.
Be a team player.
A desire to help others work towards targets and develop their skill set.
Has operational pharmacy experience (desirable).

The role: