Customer Service Analyst

Here at EMIS we are looking for a Customer Support Analyst to come and join our customer driven, diligent and collaborative team on a permanent basis. Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support these medical professionals across UK professionally diagnosing and resolving issues within our bespoke software. This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. This doesnt mean we need you to have previous technology support experience, we can teach you that, but the roles will see you have a more technical focus and will provide you with an abundance of great skills to then support you in furthering your career here at EMIS. Our Isle of Wight support service team meet in the office twice weekly on Monday and Tuesday. We work on alternate weekly shift patterns, Monday to Friday, 8-4.30PM then 9.30-6PM, plus a requirement to work on-call 1 week out of 4. What youll do As a Customer Support Analyst we will be looking for you to work proactively with our customers to support a range of issues and queries across several pharmacy products. You will be supported in this position to develop your product knowledge, our PharmOutcomes products deliver services for thousands of providers across the UK. This role will see you have plenty of variety as you will respond to queries that can range from technical advice to potential new user set up over the phone or via our ticketing system. You will be using multiple systems to support our customers, therefore we would look for you to have an understanding of Windows office packages. Other key responsibilities and accountabilities will include: Handle all queries in a professional manner using effective customer service skills and concise written communication Diagnose & solve issues raised by our medical professionals using process and knowledge gained from training Identify and escalate any issues that cannot be resolved to the Software Development and Product teams. Who youll be It is vital that you have experience in a Customer Service role. Whilst we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate to us your ability to empathise, listen and be patient to achieve the right outcome for our customers. You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution driven in your approach. Other skills we are looking for you to demonstrate include: Good understanding of Microsoft Office (Outlook, Word, Excel) Ability to multi-task and manage your time effectively Adaptable to changing environments/situations/tasks Quick learner, confident in ability to pick up new systems and tools Motivated by customer outcomes and providing a quality service Our Vision and Your Impact Our vision is to be the leading provider of innovative healthcare technology that improves peoples lives. Are you interested in becoming part of that vision? Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five Healthtech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference. ED&I At EMIS, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of EMIS, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do. EMIS is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team. About Us We connect patients and healthcare professionals through integrated, ground-breaking technology, helping people live longer, healthier lives. TPBN1_UKTJ