Job Title: Customer Service Technician
Location: Remote, UK
Work schedule: 37.5 hours
The Opportunity:
Provide initial support and customer service for various VitalHub UK hardware and software products. Assist VitalHub UK customers in resolving technical issues, general enquiries, maintaining equipment, fulfilling various service requests and ensuring customer satisfaction is maintained.
Your Responsibilities:
- Technical Support: Assist customers with troubleshooting common hardware and software issues, providing step-by-step guidance to resolve user experience problems.
- Service Requests: Serve external and internal customers with a range of product-related services or forwarding more complex requests appropriately.
- Customer Interaction: Communicate effectively with customers to understand their issues and requests, provide clear, concise solutions and maintain customer expectations and experience to a high standard.
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions using VitalHub UK’s chosen help desk solution (Freshworks suite) and SharePoint resources (MS Teams) when applicable.
- Training: Provide guidance, training resources and support to customers on the general use of products or software or forwarding requests for formal training appropriately.
- Escalation: Escalate product issues to technical/operational support or management when necessary.
- Knowledge Base: Contribute to and utilize a knowledge base to find solutions to common technical problems.
Why work for us?
VitalHub UK Limited (VHUK) is a leading provider of Healthcare IT solutions, dedicated to supporting the NHS and healthcare markets in the Middle East and Australia. With a rich portfolio of merged companies, we aim to enhance patient care through innovative technology.
What do we offer?
- Remote & flexible working
- 25 days holiday plus Bank Holidays
- Support to grow through professional learning & development courses!
- Employee Assistance Programme
- Inclusive approach to Diversity, Equity & Inclusion
- Events – networking and social
- PDP – progression & internal career opportunities
- Death in Service
- Regular training workshops
Essential Experience:
- Must be confident with computers/technical devices including Microsoft Office Suite.
- Minimum of 1-2 years of experience in technical support, hospitality or customer service.
- Strong customer service experience and excellent communication skills.
- Strong problem-solving capabilities.
- Although not essential, it would be desirable if you have an understanding of the NHS, or you have previously worked within a support function for a Software Development company.
As an equal opportunities’ employer, VitalHub is committed to the equal treatment of all current and prospective employees and does not condone discrimination based on age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join VitalHub.