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1st Line Support / Customer Education Analyst

Location: Wimbledon Salary: 23000.00 - 25000.00 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: about 1 year ago Reference: 3040929


My client software is used by health systems, hospitals and other healthcare providers to report patient safety incidents, monitor patient feedback and manage risk.

We develop, maintain and support our own software and provide training and We are committed to the patient safety community and we now support some of the world’s largest incident reporting systems. In line with our mission to reduce harm to patients, we are looking to recruit a 1st Line Support / Customer Education Analyst to join our Support and Professional Services teams.

The Role
The role will work across both the Professional Services and support teams. Approximately 50% of the role will involve delivering education to end users through remote methods such as Webex or GoToMeeting. Occasional on-site work may be required from time to time. The remaining 50% of the role will involve supporting our clients in their day to day use of the software, and providing small bite-sized training sessions to assist them with their needs.

This is a client facing role and will require close cooperation with other members of the support and professional services teams to deliver best-in-class outcomes for the client.

The role will report to the Group Support Desk Manager, with operational reporting to the Professional Services Manager, with excellent progression prospects for the right candidate.

Responsibilities & Duties
 Candidates must be of graduate calibre with excellent written and verbal English.
 Plan and facilitate online trainer-led sessions from the Datix offices based on training team's standards
 From time to time, assist with the build of professional self-paced e-learning products, and configuration of customer’s Datix systems.
 Provide a 1st line support service to our clients through a variety of media (e-mail, telephone, live chat, Webex, etc)
 If a support request cannot be solved by a 1st line analyst, gather appropriate information and escalate to 2nd line team.
 Schedule and conduct small “bite-sized” training sessions to resolve 1st line support requests when necessary.
 Assist in updating course materials and marketing material
 Assist in testing new versions of the software, from time to time.
 Establish and maintain a solid understanding of the Datix software
 Establish and maintain a solid understanding of the context of how the software can be used in the real world

Skills, Qualities & Experience
 Strong analytical ability to troubleshoot and diagnosis technical software and implementation issues
 Ability to deliver a professional image
 Excellent oral and written English communication skills, including business and phone etiquette
 Knowledge of software implementations, system workflows, implementation best practices, and project management
 Self-motivated team player with strong inter-personal skills
 Fast learner with the ability to absorb complex software information quickly
 Ability to translate sometimes complex technical information in to a form that less technically savvy users are able to understand.
 Ability to prioritise workload to meet agreed SLA’s
 Self-motivated team player with strong inter-personal skills
 Experience of working in the UK healthcare market, preferably in patient safety or risk management.
 Experience in using the Datix application
 Experience implementing or training on software systems would be a benefit
 Experience in a customer facing support role.



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