Clinical Support Specialist supporting patients in utilizing MedRhythms' innovative neurotherapeutics device and ensuring seamless onboarding. Engaging with caregivers and resolving inquiries effectively while maintaining high standards.
About the role
- Hybrid Support Specialist providing application and business support to customers utilizing Point of Rental Software. Opportunity to progress to 2nd Line Support Technician with sufficient experience.
Responsibilities
- Providing telephone and email support to external customers
- Logging, prioritising and acting on calls via CRM (Salesforce)
- Ensuring timely updates in CRM system
- Carrying out daily tasks according to procedures within SLAs
- Identifying trends and escalating issues
- Proactively improving service procedures and knowledge management
Requirements
- Languages: English and German (desirable)
- Experience in a 1st Line Support or Server Support role
- Fast learner
- Knowledge of SQL Server, Server 2003 and 2008 and Terminal Services (RDP) as well as PC/client Operating Systems is all an advantage
- Windows server shares and permissions
- A successful track record in application support
- Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP
- A strong knowledge of Microsoft environments and have proficient problem-solving skills
- Good customer service skills and confidence on the phone
- Enthusiasm for technical challenges
- A strong desire to learn and explore new areas of technology
- Patient mind for troubleshooting under pressure
- Excellent communication and customer service skills are essential
- Excellent attention to detail
- Able to follow processes
- Willingness to learn and develop skills
Benefits
- Providing telephone and email support to external customers and colleagues providing an excellent level of service
- Logging, prioritising and acting on calls via the Point of Rental Software CRM system (Salesforce)
- Ensuring that the Point of Rental Software CRM (Salesforce) system is updated in a timely manner so that the status of logged calls can be monitored, and problem reporting can be done effectively.
- Ensuring that all daily tasks are carried out according to the agree procedures and within SLA’s
- Identifying trends and critical issues and escalating them to other team members or management, as required
- To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge base
- Documenting software features and business processes for use as knowledge base articles or customer fact sheets
- Treating all customers and colleagues with respect and demonstrating a commitment to the Point of Rental Software’s Equal Opportunities Policy
- Participating in testing of new releases of Syrinx products
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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