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To provide customer support for the range of products and services, engaging with customers via telephone, live chat and E-mail.
Key Accountabilities
- Log and resolve first line customer Service Fault calls, ensuring attention, resolution and appropriate escalation of reported faults.
- Resolving Provider and Insurer issues including, but not limited to:
- Code map request
- Account reset
- Validation failures
- User training
- Validation updates
- Provider details
- Claim auditing, etc
- User Account administration.
- Understand and comply with Customer Service operating procedure, service level agreements and associated targets
- Understand and comply with Information Security and Data Protection procedures.
- Support rollout of systems as directed by Team Manager
- Support, as requested, testing of new systems.
- Assessing call severity and passing to 2nd level support.
- Assist in data gathering required for new customers.
- Support pre-sales and sales activities by handling incoming enquiries from prospective customers.
- Manage specialist acquisition from registration to subscription - by providing support, online training and ongoing communication.
Qualifications
- Educated to GCSE level.
Knowledge & Experience
- Latest Windows Operating System (essential).
- Web-based technologies (Essential).
- 3+ years Customer Service Experience (Essential).
- Knowledge of healthcare/ medical industry (Desirable).
- SAAS experience (Desirable).
- 3 + Years management experience (Desirable).
Professional and Personal Skills
- Hands -on approach.
- Excellent telephone manner.
- Strong Interpersonal and communication skills.
- Copes well under pressure.
- Flexible approach to work / multi-tasking. •
- Work independently without supervision.
- Take a logical approach to problem solving.
- Empathise with customer situation.
- Good listening skills.
- Organised.
- Strong desire to assist customers.
- Friendly outgoing personality.
- Ability to demystify technical issues using plain language.
- Team player.
- Pro-active and show initiative.
