Customer Support Advisor (IT Support) (March 2021)
Customer Support Advisor (IT Support) (March 2021)
We are seeking a team player with a friendly and professional telephone manner to join our IT Support in the capacity of Customer Support Adviser. The role is primarily telephone and email-based, providing technical support, training, and technical troubleshooting to customers in the care industry using CareDocs provided hardware and software. Ideally, you will be experienced in talking to customers of all technical skill levels.
Reporting directly to the IT Support Manager you will be joining a growing and enthusiastic team who are well versed in following set procedures, managing daily activities, recording technical and training incidents, and reporting.
About us
We are a leading provider of digital care planning and management software. Launched in 2008, thousands of users across the UK now use our desktop and web-based systems to help give the highest quality care to their residents. Our loyal customers rely on our expertise to provide the tools required to record and manage care and to ensure we are always up to date with the latest regulatory compliance.
CareDocs is a family-run business which started with the vision to reduce time-consuming tasks involved in the care process to allow for more time to focus on caring for the residents in the family’s own personal care home. Its benefits to residents have always been our priority and supporting care homes in sharing this with the people in their care is equally as important to us.
Job description
You will play a key part in the customer support department where your skills will be utilised to provide remote telephone support to more than 700 external customers and a small team of internal customers. You will have the opportunity to develop your customer service, IT and soft skills within an agile environment, striving for continuous improvements.
Your responsibilities will include:
- Provide software and hardware telephone support
- Provide training on CareDocs software
- Maintain and manage customer relationships
- Software release testing
- Accurately document customer interactions
- Understand customer needs to ensure improvements and new features meet requirements
- Diagnose, repair, and rebuild customer returned laptops and desktops
- Diagnosing and investigating product faults
- Report issues when found, documenting accurate reproduction steps to allow for effective diagnosis and re-testing
- Design and maintain documented processes and procedures
Required skills
- Strong verbal and customer service skills
- Experience working in a Technical Support department or customer service role
- Ability to work well in a team
- Excellent communication skills
- Ability to self-organise
- High attention to detail
- Highly motivated
- Problem solver and logical
- Excellent time management skills
- Ability to embrace and learn new technologies
Benefits
- Competitive salary
- Corporate discounts
- Health and well-being benefits including 24/7 Virtual GP
- Training & personal development opportunities
- Flexible hours *
- Annual pay rise and performance bonus
- Company pension scheme
- 20 Days holiday
- On-site parking
* Core working hours are 8:30am to 4:30pm
Note that this role does not qualify for a fully remote position
Why work at CareDocs?
We’re more than just a software provider. All our departments work closely together to deliver a first-class customer experience. We’re currently going through a very exciting phase and are heavily investing in all our teams. You can be part of a changing, dynamic workforce that was built to support the vital care sector.
We nurture skills and support growth.
Work with a fantastic customer base.
Be part of a thriving, progressive team.
Make a difference to the care sector.
Learn more about us:
Contact us to find out more
If you have a question about CareDocs or want to speak with us about our services, please get in touch. Our friendly sales team are happy to help.
Office Hours Mon–Fri: 9:00am–5:00pm
Sales 0330 056 3333 (Opt. 2)
Don’t just take our word for it
Thanks to the feedback of our customers we’ve grown a lot since our launch in 2008. However, one thing that remains the same is the values CareDocs was built upon. We’re committed to making a difference to the lives of people in the care sector and that starts with you.
CareDocs is a powerful tool in supporting our compliance with the Fundamental Standards
The outstanding support from the CareDocs team is fantastic
The Care Plan and Body Map features are amazing
One of the best investments!
CareDocs has been our saviour!
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