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Customer Support Analyst

Location Leeds / Home Working
Job Family Commercial
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.

Do you want the opportunity to join a market leading healthcare technology company with real progression opportunities? If you are truly passionate about customer service, ambitious and thrive in a fast paced environment then our Customer Support Analyst role is for you!


Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a number of Customer Support Analysts to join our Customer Support function to provide fantastic customer service to end users of our products and services. 


Development is key at EMIS, as Customer Support Analyst you will be provided with the tools to transform your career here. Within Customer Support you will develop your technical understanding, be upskilled and trained across our complete product portfolio and have regular career conversations to map out your next steps with EMIS.


Our Customer Support Analysts work proactively within the Service Desk team to support 500,000 customers professionally diagnosing and resolving issues with our bespoke software. This is a fantastic opportunity to learn about our products through working with our customers and gives you the chance to further progress within EMIS.


This is a full time permanent role working 37.5 hours a week, you will be required to work 1 in 4 weekends a month. You will be based predominately from our Leeds office (LS10) and the remainder from home.


What you’ll do

As Customer Support Analyst, your key duties will include:

  • Provide first class customer service through active listening and effective questioning
  • Diagnose and respond to customer issues using process and procedural knowledge gained via specialised training
  • Problem solve reoccurring customer issues that require judgement and decision making
  • Accurately raise, capture, prioritise and manage customer issues using internal tool sets
  • Contribute to the continuous improvement of Customer Support 


Who you’ll be

We want to make sure you’re set for success, so the key skills and experience we’re looking for are below:

  • Excellent interpersonal skills and the ability to empathise with customers
  • Time spent in a fast paced customer service role, either face to face or a helpdesk setting
  • A solution focused mind set and confidence working in a target/ SLA /KPI driven environment
  • Basic IT knowledge
  • A good understanding of Microsoft Office
  • A proactive and inquisitive nature and a strong questioning ability


Next steps

We’re looking for motivated, inquisitive and adaptable Customer Support Analysts to join our team so we want to get to know you in the interview process! Shortlisted candidates will be contacted to complete a short pre-loaded video interview so you can showcase your skills and personality in real time. Keep an eye out on your inbox.


If you have any questions in the meantime please don’t hesitate to contact the Talent team using talent@emisgroupplc.com

We connect patients and healthcare professionals through integrated, ground-breaking technology, helping people live longer, healthier lives.

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Childcare vouchers

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Additional life cover
up to 10x

Retail vouchers
and discounts

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