Software Support Implementation Representative - Edinburgh, United Kingdom - Craneware

Craneware
Craneware
Verified Company
Edinburgh, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Company
Craneware PLC


Speciality
Customer Management


Category
Permanent


Location Country
UK


Office Location
Edinburgh


Additional Locations

Introduction to Craneware

Together, nearly half of registered US hospitals are now our customers.

Our products impact:

  • More than 2,000 U.S. hospitals and health systems
  • Almost 10,000 clinics and retail pharmacies
  • Customers operating with a financial impact of nearly half a trillion dollars
  • Data sets from customers covering more than 150 million unique patients

The Team

The Software Support Implementation Representative is part of a team that provides the highest level, comprehensive customer service to ensure maximum customer value during the software/services implementation process with both new and existing customers.


You Will Be

  • Managing and resolving software queries via multiple inputs and outputs to maximise customer experience.
  • Escalating complex issues to Implementation Analyst and/or Software Support Manager when appropriate, to ensure timely resolution of issues.
  • Identifying customer needs for seamless software implementation, setting customers up for success with an eye to achieve long term solution usage
  • Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, sharing knowledge where applicable, with a view to improve processes for the SSR team.
  • Managing allocation of customers in order to ensure customer satisfaction with software and services.
  • Identifying potential customer references and success stories through relationship building, to help promote The Craneware Group's software.
  • Developing and maintaining a thorough knowledge of all The Craneware Group products, with a view to sharing knowledge in the team.
  • Completing remote installations on all software products for colleagues and customers, to end user satisfaction.
  • Identifying most appropriate implementation model for customer, through discovery with customer and partnership with Customer Success teams and based on customer needs.
  • Ensuring all new/updated customer configuration is documented in CRM

You Will Bring

  • Educated to HND level in a computing related discipline or up to 2 years' experience in a customer facing environment
  • Fully conversant in aspects of healthcare and The Craneware Group's domain, products and services
  • Working knowledge of database principles, such as SQL
  • Customer success focus
  • Basic SQL knowledge to provide suitable solutions and troubleshoot scripts
  • Excellent risk assessment and troubleshooting skills
  • Identifies and resolves problems in a timely manner
  • Gather and analyses information skilfully
  • Manages difficult customer situations effectively
  • Excellent written and oral communication
  • Excellent team player willing to share/teach and open to learning
  • Ability to listen and respond to customer needs, providing an excellent level of customer service at all times
  • Demonstrates quality and accuracy in assigned tasks
  • Effective time management
  • Volunteers readily for tasks
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