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.