Do you have experience with digital support?
Do you have an interest in management and business change?
Are you inquisitive about advanced technologies and improving patient outcomes?
About the Client
We are an international market leader in training and therapy products for emergency medicine and critical care. By using immersive technologies and data-centric insights we can help to increase survival and improve healthcare quality. We empower lifesavers, and healthcare workers, to help them save more lives.
Role and Attributes:
As our new Digital Support Specialist, you will engage with our main customers such as hospitals, educational institutions, universities, and selected distributors. You will provide valuable technical and administrative support across our full product range, ensuring high customer satisfaction and quality in your engagement with our customers.
We're looking for people with an interest in management and business change to join the organisation. It also helps if you are inquisitive about advanced technologies and improving patient outcomes. If you'd like to join a business which is undergoing a significant transition as it drives forward, we'd love to hear from you!
As our new Digital Support Specialist, you will specifically:
- Be our customer's go-to person related to digital technical support and help.
- Provide customers with high quality support through phone and digital solutions.
- Logging customer cases and complaints.
- Provide feedback to customers related to the development of their support cases.
- Order parts as required for case resolution.
- Order maintenance kits for technicians.
- Meet Helpdesk KPIs
- Conduct technical remote trouble shooting.
- Own customer support cases from start to finish. Ensure that support cases are resolved in a timely manner.
- Act as back up for customer service when required.
- Answer customer service calls
- Enter Customer orders into our system
- Build and maintain strong customers relationship.
- Handling customers' requests, quotes, and orders.
- Contribute or drive relevant digital support initiatives and projects.
- Identify sales opportunities and act on these in co-operation with Sales & Marketing
What we are looking for
- Our ideal candidate is digital savvy, has experience with digital support, along with good social- and communication skills. You are an excellent problem solver, a great collaborator, and a good team player.
- We believe you are an innovative thinker with an ability to work across a broad range of technical issues.
- With a proactive mind you collaborate well both internally and externally.
- You have strong computer skills and network proficiency.
- Technical background is an advantage, but not a requirement.
- Experience with various CRM tools, and digital channels generally is an advantage but not a requirement. Experience with Salesforce is a benefit.
Transformation
- As you learn and understand current processes you should look to challenge and always look at ways to improve and optimise the way we do things.
- Help to seek out automation opportunities and investigate how AI can improve the processes used today.
- Research, propose and implement tools which can help make use efficient.
This is a new position and a key position. We will provide you with thorough training to be able to use our systems and understand our processes, so you are confident fulfilling the day-to-day responsibilities of the job.
What we offer
- A multicultural office environment and collaboration with colleagues located around the world
- You will get the opportunity to learn and develop and you will be a part of an international working environment where the possibility to make an impact is endless.
- An interesting and important job contributing to our mission.
- Great opportunities for growth and personal development.
- A creative, diverse, and inclusive organization.
- A job in a company driving forward-thinking technology.
- An 'out of team' mentor, to provide you with the support required to become a confident member of the Company.
Salary and Benefits
- Starting salary - £28,000
- Up to £2,800 (10%) bonus
- Very competitive Company Pension with 10% contribution (4 mths service)
- Private healthcare (6mths service)
- Private Dental (6mths service)
- IT equipment and home office requirements provided
- Employee assistance programme including GP and Mental Health support (ELAS)
- Annual gym contribution (evidence of use required)
- Health and wellbeing contribution - up to £240 per year to be put towards tools to help you lead a healthy life, New trainers, fitness trackers, sports equipment etc.
- Free Fruit, Tea, Coffee and Fizzy Drinks when in the office
- Flexible working - You will be expected to work 4 days per week from the office to ensure great team collaboration however where you work the remaining day of the week is your choice.
- In addition to all the above, we will teach you how to perform CPR and basic first aid and give you a chance to learn about the products we manufacture and sell to help improve patient outcomes. We want you to become fully aligned with our mission
Location:
This is predominantly an office-based job. You will be required to work 4 Days on-site at our newly refurbished offices based in South East London (25 minutes from London Bridge). 1 Day working from home
QUALIFICATIONS / SKILL REQUIREMENTS
You will have:
- A BA/BSc with honours and an interest in our mission.
- The ability to be articulate (written or oral), and comfortable presenting.
- Strong attention to detail and numeracy.
- A high level of accuracy is essential.
- Proficient in PowerPoint, Excel, Word and Outlook.
- Salesforce knowledge is a benefit but not a prerequisite. ?
- The capacity to manage and prioritise tasks to meet (often tight) deadlines ?
- The ability to be highly organised and capable of managing upwards and with 3rd parties (NHS trusts, outsourced team members, Clients)
- A collaborative, positive 'can-do' mindset ?