Software Support Representative

September 20, 2024

Craneware

Edinburgh

OTHER

Vacancy Name

Software Support Representative

Company

Craneware PLC

Speciality

Technology

Category

Permanent

Location Country

Office Location

Edinburgh

Additional Locations

Introduction to Craneware

Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our Saa S platform and develop cutting-edge applications that redefine the healthcare landscape.

The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.

The Team

Our Software Support Representative provides comprehensive customer solutions service offering credible and knowledgeable advice and solutions on a wide range of issues related to The Craneware Group’s products.

You Will Be

Managing and resolving software queries via multiple sources to maximise customer satisfaction.
Escalating complex issues to Analyst team and/or Software Support Manager when appropriate, to ensure timely resolution of issues.
Identifying customer training needs, and organise training sessions, to improve customer software knowledge.
Where necessary, facilitating introductions to assigned Customer Care Partner/Account Executive to maximise customer engagement.
Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, with a view to improve processes for the SSR team.
Identifying potential customer references and success stories through relationship building, to help promote The Craneware Group’s software.
Developing and maintaining a thorough knowledge of all The Craneware Group’s products, with a view to sharing knowledge in the team.
Completing remote installations on all software products for colleagues and customers, to end user satisfaction.
Contributing to continuous improvement via 3Cs and involvement in departmental lean processes.

You Will Bring

Educated to HND level in a computing related discipline or up to 2 years’ experience in a customer facing environment
Fully conversant in aspects of healthcare and in The Craneware Group’s domain, products and services
Working knowledge of database principles, such as SQL
Basic SQL knowledge to provide suitable solutions and troubleshoot scripts
Expert troubleshooting skills
Identifies and resolves problems in a timely manner
Gather and analyses information skilfully
Manages difficult customer situations effectively
Excellent written and oral communication
Excellent team player
Ability to listen and respond to customer needs, providing an excellent level of customer service at all times
Demonstrates quality and accuracy in assigned tasks
Effective time management
Volunteers readily for tasks