Technical Customer Support Representative

Job Description

Joining as a senior member of our Customer Support Team, you will play a crucial role in providing high level technical support for our Electronic Medication Administration Record (eMAR) customers. You will be responsible for troubleshooting and investigating technical issues and bugs to resolve customer inquiries. Bringing experience in a technical support role, you will ensure a high level of customer support and understanding.
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What you'll do:

Act as an escalation point for technical issues that require further investigation
Respond to customer inquiries, providing accurate technical assistance and guidance via email, phone, or chat.
Identify and troubleshoot technical issues reported by customers adhering to agreed service level agreements (SLAs).
Update customers on the status of their support ticket, including guidance on expected outcomes and potential workarounds
Collaborate with internal teams, such as product development, to improve product reliability and escalate high-priority issues to relevant management

What you'll bring:

Proven experience in technical support roles, preferably within the SaaS industry or software development environment
An understanding of software systems and how they work alongside the ability to troubleshoot complex software issues
Excellent communication skills with the ability to convey technical information clearly
A meticulous attention to detail and problem solving approach
Passionate about customer satisfaction and providing an excellent customer service
Ability to multitask and prioritise tasks effectively in a fast-paced environment.
Familiarity with customer support tools and ticketing systems (e.g., Zendesk, Freshdesk) is a bonus.

What we offer:

We are an official great to place to work! Working at Person Centred Software | Great Place To Work® UK
The opportunity to work for a company who are making a real difference to the care sector through the use of innovative technology
As base salary of up to £35,000
Bonus scheme
25 days holiday
Net zero pension scheme
Regular company updates
Additional perks including; cycle to work scheme, staff discounts portal and employee assistance programme